Knowledge Centered Service Analyst

University Information Technology Services (UITS) is the University of Arizona's central technology organization. UITS delivers enterprise and specialized technology services that support students, faculty, researchers, staff, and campus partners. Through innovation, strategic partnerships, and a commitment to accessibility and continuous improvement, UITS supports the evolving needs of a leading research university and the communities it serves.

The University Information Technology Services at the University of Arizona is currently seeking a Knowledge Centered Service (KCS) Analyst. The ideal candidate will join a dedicated, collaborative team responsible for maintaining the health, accuracy, and strategic performance of the University of Arizona's Knowledge Base (powered by ServiceNow).

Integral to the IT support ecosystem, the KCS Team works closely with and provides training for the 24/7 Service Desk and other Support Services teams. During high-volume periods, the KCS team actively supports the Service Desk by directly handling incoming calls and chats.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

• Create, review, and improve knowledge articles (KAs) within
  the University's Knowledge Base following the principles and guidelines of
  Knowledge Centered Service (KCS).
• Monitor customer feedback on KAs and take
  appropriate action based on the content and context of the feedback.
• Apply
  established KCS team best practices for managing feedback.
• Coach and train KCS candidates and contributors preparing them to
  effectively practice KCS as part of the support workflow.
• Assist KCS team with
  maintaining training content in the learning management system (D2L
  Brightspace).
• Attend, participate in, or lead a variety of meetings: KCS coaching
  and training sessions, weekly team meetings, KCS consultations, 1-on-1s, and professional
  development.
• Provide exceptional customer support via phone and chat,
  diagnosing and resolving technical challenges with precision and empathy.
• 
  Analyze support interactions to enhance Service Desk knowledge management and
  training effectiveness.

Knowledge, Skills and Abilities:

• Excellent writing and editing skills.
• Excellent customer service skills.
• Works well as part of a team.
• Effective with time management and handling multiple
  priorities.
• Ability to effectively communicate verbally and in writing.
• Knowledge of computers, networks, and remote troubleshooting techniques.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's degree or equivalent advanced learning attained through experience required.

• Awareness of and experience with Knowledge Centered Service (KCS).