IT Knowledge Management Analyst

Job SummaryThe Quality Assurance Knowledge Management Analyst (QA Analyst) is a member of the IT ITIL QATeam. This role is responsible for the day-to-day execution of the Knowledge Management process.The role assists the Manager of the ITIL Governance Team in governing the Knowledge Managementprocess.The QA Analyst is responsible for identifying and developing the Knowledge Management process incoordination with the Governance Manager. The QA Analyst works with IT and other Wellstar staff toidentify, design, and develop knowledge articles that could be useful to assist all staff in using ITapplications, requesting IT services, performing IT related tasks, and overall assist staff to use ITtooling more effectively. The QA Analyst performs tasks, in coordination with other staff members, toassess, validate, categorize, and format information so that it can be entered into the Wellstar ITknowledge base (KB). The QA Analyst analyzes data from tools and platforms supporting KnowledgeManagement to determine what information to add to the KB, what to modify, and what to retirefrom the KB. The QA Analyst provides training on the process to staff on how to use process toolsand KB content to perform IT and other related tasks more effectively and efficiently. The QA Analystprovides direction and guidance to staff assigned to support the Knowledge Management process.Core Responsibilities And Essential FunctionsKnowledge Management Process Execution Manage and coordinate day-to-day Knowledge Management process activities using theServiceNow platform. Develop, execute, and continually improve a life cycle process for Knowledge Managementand the knowledge base (KB). The lifecycle includes the high-level steps of soliciting andidentifying information that may be useful to add to the KB, and the follow-on steps ofreviewing, categorizing, approving, publishing, updating, and retiring KB content. Work with development teams using Agile Methodology to assign, prioritize, and developknowledge articles for production use. Assign to KB entries appropriate meta data, tags using HTML, and other techniques toincrease ability of manual and automated searching to find desired KB content. Coordinate with technical staff administering the following tools, supporting these and anytools used to support the Knowledge Management process: ServiceNow, MS Teams, andMoveworks automated Chat Bot. Review and analyze data from Moveworks Chat Answer Insight Dashboard to identifycontent that the Chat Bot could not answer. Review and analyze data from ServiceNow ITSMtool and other data sources to identify KB usage trends and to identify when content shouldbe added, modified, or moved to an archive. Maintain Knowledge Management dashboards and produce reports about the KB, KB usagetrends, process effectiveness, and related information. Review submitted knowledge articles to ensure content is valid. Define and enforcestandards for KB formatting, style, and quality. Create marketing content to help publicize capabilities of the Chat Bot tool and increaseuser familiarity and acceptance of the tool. Create multimedia knowledge articles and make them available to Wellstar users. Analyze data from surveys and feedback to improve the Knowledge Management process. Create and maintain knowledge articles and document templates. Train IT and other staff on Knowledge Management process Provide training to IT staff on the Knowledge Management process; provide traininginformation to IT and other Wellstar staff on how to find and use information in the KB. Coordinate with administrators of the Moveworks Chat Bot tool for providing information tousers in the tool on helpful hints on using the tool to obtain needed information, andcomparable topics for increasing staff ability to use the tool to find needed information inthe KB. IT Audit Activities and Compliance Serve as Knowledge Management point of contact for internal and external auditors, asrequired. Provide all requested data and track execution of follow-on tasks resulting from anaudit. Provide guidance for staff assigned to support Knowledge Management process Coordinate efforts of interns assigned to the ITIL Governance Team. Assign work, reviewwork products, and provide feedback on quality of work products. Act as ITIL GovernanceTeam point of contact for Wellstar Internship Program coordinator and provide feedback onprogress of interns. Manage and coordinate the efforts of Wellstar staff that may be assigned to support theKnowledge process. Assign work, review work products, and provide feedback on quality ofwork products. When requested, provide feedback to permanent manager on staffcontributions to Knowledge Management. Special Projects as assignedRequired Minimum EducationBachelor's Degree in related area RequiredRequired Minimum License(s) And Certification(s)All certifications are required upon hire unless otherwise stated.Additional License(s) And Certification(s)Required Minimum Experience:Minimum 5 Years Of Equivalent Experience.Required andMinimum 4 years experience working in a health care environment.Required andExperience Coordinating Work Of Other Staff.Required andMinimum 2 years experience using ServiceNow or other Software as a Service ITSM toolRequired andMinimum 1 year experience using data analysis tools of Moveworks Automated Chat Bot or similartool. RequiredRequired Minimum SkillsITIL V4 Foundations courseUnderstand HTML codePresentation and training skills, both in person and using virtual meeting tools; ability tocommunicate complex information clearly in writing and in oral presentations to a range ofaudiences.