Global Knowledge Manager, KCS & ITSM Excellence

Global Payment Holding Company; Corpus Christi (TX); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Global Payments is seeking a Sr. Business Analyst – Knowledge Management to join our Global Knowledge Management team. You will promote KCS governance, optimize knowledge articles, and collaborate with IT and business stakeholders.

The role requires a Technical BS in Information Systems or Computer Science (or equivalent) and at least 3 years managing KCS within ITSM, with a focus on global, fast-paced environments. AI/digital automation familiarity is valued.

Qualifications

• Technical BS in Information Systems or Computer Science, or equivalent.
• Deep knowledge of ServiceNow Knowledge Management.
• At least 3 years administering the KCS methodology within ITSM.
• Experience operating in a global, fast-paced environment with adaptive working practices.

Responsibilities

• Ensure the Global Knowledge Management process built on the Knowledge-Centered Service (KCS) methodology is adopted and that knowledge articles follow governance and quality standards.
• Maintain relationships with key stakeholders, driving adoption of KCS best practices to create efficiencies in processes and workflows.
• Assist in developing trends and analysis of Knowledge Management data to measure process performance.
• Support KM tools and technologies, including knowledge databases, self-service portals and data extraction/workflow systems, liaising between IT and stakeholders.
• Acquire knowledge of new systems, including AI, document automation and other ITSM process improvements.
• Stay abreast of new technologies that impact IT service delivery.
• Act as an ambassador and evangelist for KCS & Knowledge Management across departments.

Skills

Knowledge Management

KCS

ServiceNow

ITSM

Stakeholder Engagement

Data Analysis

Education

Bachelor's in Information Systems or Computer Science

Tools

Knowledge databases

Workflow automation tools

Job description

Global Payments is seeking a Sr. Business Analyst – Knowledge Management to join our Global Knowledge Management team. You will promote KCS governance, optimize knowledge articles, and collaborate with IT and business stakeholders.

The role requires a Technical BS in Information Systems or Computer Science (or equivalent) and at least 3 years managing KCS within ITSM, with a focus on global, fast-paced environments. AI/digital automation familiarity is valued.