IT Service Management Knowledge Manager

$54,165 - $81,247/Yr

University of South Carolina

Full-time - Mid Level

Hybrid

Educational Services

About the position

The IT Service Management Knowledge Manager at the University of South Carolina is responsible for enhancing the delivery of IT services through effective knowledge management practices. This role involves creating and managing content for both internal and external customers, collaborating with various departments to identify knowledge needs, and ensuring the integrity and accessibility of knowledge assets within the ServiceNow platform. The position requires strong communication skills, a detail-oriented mindset, and a passion for improving processes and customer experiences.

Responsibilities

• Create content for customers both internal and external to USC.
• Collaborate with a team of process managers to improve service delivery.
• Develop skills through real-world experience and professional development opportunities.
• Automate content delivery and work with AI-embedded systems for enhanced customer experience.
• Serve as a member of the Division of IT Service Management team and lead Knowledge Management efforts.
• Provide effective communication solutions to IT staff and USC customers.
• Coach and support interdepartmental groups in best practices for information and knowledge management.
• Identify knowledge needs and information gaps throughout the support organization.
• Promote communication and information-sharing initiatives in collaboration with IT Communications.
• Analyze data to monitor knowledge asset quality and trends.

Requirements

• Bachelor's degree and 2 or more years of experience in a related field.
• General understanding of IT terminology and processes.
• Ability to effectively plan and organize work activities and prioritize tasks.
• Strong judgment and discretion in decision-making.
• Ability to write and analyze complex user documentation.
• Ability to communicate clearly with customers and peers.

Nice-to-haves

• Bachelor's degree in Information Technology, Communications, Journalism, or related field.
• 3 years of experience in IT, customer service, or knowledge management.
• ITIL Foundations certification or ServiceNow process training certificates.

Benefits

• Health insurance
• Life insurance
• Generous paid leave
• Retirement programs
• Professional development opportunities