Job description
SUMMARY: The ServiceNow Knowledge Process Analyst helps to ensure everyone in the organization has the Technology information they need. The Process Analyst is responsible for the oversight of the Customer Service knowledge base by developing and maintaining a knowledge base strategy and managing the processes to collect, author, maintain, and deliver content for Service Desk, Self Service employees and Business Lines. Other responsibilities include advocacy of Knowledge Management principles and processes across the organization to institutionalize Knowledge Management practices and to manage associated change.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.
- Help capture new knowledge with the usage of ServiceNow knowledge management system, especially with the ServiceDesk team. Ensure that employees are aware of the knowledge management processes, including the purpose of doing so.
- Ensure that the right knowledge goes to the right people, and that this information is promptly applied to business activities Monitor progress and learning processes by keeping track of engagement, project outcomes and other metrics.
- Provide relevant coaching, training and support to champion a knowledge management culture.
- Drive creation of self-service options within Virtual Agent Chatbot by designing process flows, testing, and advertising capabilities of the Chatbot.
- Periodically review common search terms within knowledge base and Virtual Agent Chatbot interactions to improve search term metadata.
- Set up appropriate analytics and reports to drive improvement of knowledge base and virtual agent processes.
- Support re-design of the BankUnited Portal towards an intuitive avenue for Knowledge articles.
- Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
- Adheres to Bank policies and procedures and completes required training.
- Identifies and reports suspicious activity.
EDUCATION
Bachelor's Degreewith 1-2 years related work experience Or 5-6 years related work experience
EXPERIENCE
- IT Service Desk or Customer Service experience a plus
- Experience with maintaining or contributing to a Knowledge Base and/or designing Process Flows
- Experience with Chatbot systems a plus
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