IT Knowledge Mgmt QA Analyst

Wellstar Health System - Marietta, GA

Full-time - Mid Level

Marietta, GA

Ambulatory Health Care Services

About the position

The Quality Assurance Knowledge Management Analyst (QA Analyst) is a vital member of the IT ITIL QA Team at Wellstar Health System. This role is primarily responsible for the daily execution of the Knowledge Management process, ensuring that the knowledge base (KB) is effectively managed and utilized across the organization. The QA Analyst will assist the Manager of the ITIL Governance Team in overseeing the Knowledge Management process, which includes identifying, designing, and developing knowledge articles that aid staff in using IT applications, requesting IT services, and performing IT-related tasks more efficiently. In this position, the QA Analyst will collaborate with IT and other Wellstar staff to assess, validate, categorize, and format information for entry into the Wellstar IT knowledge base. This involves analyzing data from various tools and platforms to determine what information should be added, modified, or retired from the KB. The QA Analyst will also provide training to staff on how to effectively use the Knowledge Management process and tools, ensuring that all employees can leverage the knowledge base to enhance their work performance. The role requires a proactive approach to managing the Knowledge Management process, including the development and continuous improvement of lifecycle processes for the KB. The QA Analyst will work closely with development teams using Agile methodologies to prioritize and produce knowledge articles, ensuring that the KB remains a valuable resource for all staff. Additionally, the QA Analyst will maintain dashboards and reports on KB usage trends and process effectiveness, providing insights that drive improvements in Knowledge Management practices.

Responsibilities

• Manage and coordinate day-to-day Knowledge Management process activities using the ServiceNow platform.
• Develop, execute, and continually improve a life cycle process for Knowledge Management and the knowledge base (KB).
• Solicit and identify information that may be useful to add to the KB, and review, categorize, approve, publish, update, and retire KB content.
• Work with development teams using Agile Methodology to assign, prioritize, and develop knowledge articles for production use.
• Assign appropriate meta data and tags using HTML to increase the searchability of KB content.
• Coordinate with technical staff administering tools supporting the Knowledge Management process, including ServiceNow, MS Teams, and Moveworks Chat Bot.
• Review and analyze data from Moveworks Chat Answer Insight Dashboard to identify content that the Chat Bot could not answer.
• Analyze data from ServiceNow ITSM tool to identify KB usage trends and determine when content should be added or modified.
• Maintain Knowledge Management dashboards and produce reports about KB usage trends and process effectiveness.
• Review submitted knowledge articles to ensure content validity and enforce standards for KB formatting, style, and quality.
• Create marketing content to publicize the capabilities of the Chat Bot tool and increase user familiarity with it.
• Create multimedia knowledge articles and make them available to Wellstar users.
• Analyze data from surveys and feedback to improve the Knowledge Management process.
• Provide training to IT staff on the Knowledge Management process and how to use the KB effectively.
• Coordinate with Moveworks Chat Bot administrators to provide helpful hints to users.
• Serve as the Knowledge Management point of contact for internal and external auditors, providing requested data and tracking follow-on tasks from audits.
• Coordinate efforts of interns assigned to the ITIL Governance Team, providing feedback on their work products.

Requirements

• Bachelor's Degree in a related area.
• Minimum 5 years of equivalent experience in a relevant field.
• Minimum 4 years of experience working in a healthcare environment.
• Experience coordinating the work of other staff members.
• Minimum 2 years of experience using ServiceNow or other Software as a Service ITSM tool.
• Minimum 1 year of experience using data analysis tools like Moveworks Automated Chat Bot or similar tools.
• ITIL V4 Foundations course certification is required upon hire.
• Intermediate to advanced skills with MS Office applications, particularly MS Excel for data analysis.
• Superior writing skills and ability to create business documents.

Nice-to-haves

• Experience with Agile Methodology, specifically SAFe and Scrum.
• Presentation and training skills, both in person and using virtual meeting tools.
• Ability to communicate complex information clearly in writing and orally to a range of audiences.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities