Knowledge & Process Management Specialist
Sales Business Administration
United States - NJ, Iselin
Analyze business problems to deliver solutions through development of efficient processes and/or systems for the Customer Support team.
Work in conjunction with the senior specialist on the team to finalize requirements and specifications
Design, Develop and Create Knowledge Management Programs
Own the Self-Service Customer Success Portal for end users
Help to drive usage of our documented articles and self-service tools
Builds strong relationships with PS, Finance, Corporate IT and Training teams
Develop skills within supporting systems
Document support processes before go-live and maintain throughout the system/process life cycle
Create/update associated controlled documents, as required
Assist with gathering and preparing quarterly KPI’s and metrics
Assist with collaborating with business users to identify and document CS related business processes and requirements for the development and implementation of internal systems used by CS.
Able to work independently and escalate as required.
Assist the senior specialist to document business requirements for conversions, interfaces and reports
Engage with IT partners to ensure business needs are correctly translated to support processes and systems changes with high quality results
Participate and organize design sessions to identify functional gaps and opportunities for improvement
Work closely with users to define and document use cases, scenarios and test scripts
Develop and execute test plans to ensure internal solution/design and vendor releases meet business requirements
Create documentation for processes, training and operational support
Strong knowledge of IT service management software including ITIL.
Deep understanding of the ITIL Framework including but not limited to: Incident Management Processes and Procedures
Experience with a global footprint in multiple countries
Excellent written and verbal communication skills
Problem analysis and resolution
Experience with other ITSM tools such as Jira, Confluence, and Zendesk
Strong analytical, problem-solving and time-management skills
Your Education & Experience:
Bachelor's degree in information technology, engineering, or a related field.
Minimum of three years’ experience working in IT service management, or a similar role.
ITIL Certification preferred