Knowledgebase Lead - Service Desk & AI Automation

Unisys; Pennsylvania; On-site; USD 65,000 - 85,000; Full time

Job summary

Unisys is seeking a Knowledge Management-focused professional in the United States to own and optimize the Knowledgebase across IT Service Desk, end users, and AI tools. You will drive improvements in legacy support and AI automation while collaborating with global teams.

The role requires ITIL knowledge, solid writing skills, and experience delivering concise knowledge articles for multiple audiences. Embrace GenAI to enhance end-user experience at Unisys.

Qualifications

• Bachelor's degree required; ITIL certification a plus.
• Minimum 2+ years of IT Service Desk Level 1 experience preferred.
• Experience creating and publishing knowledge articles for diverse audiences.

Responsibilities

• Own and manage the Knowledgebase (KB) for IT Service Desk, end users, and AI tools.
• Drive continuous improvement for legacy support and AI automation initiatives.
• Lead integrations of the KB with Automation tools and IT initiatives.
• Use ServiceNow as the KB repository and apply ITIL and KCS best practices.
• Collaborate with global teams across internal and external support functions.
• Publish KB articles, research knowledge needs, and report to stakeholders.

Skills

KB management

ITIL

Prompt engineering

Technical writing

AI tools

ServiceNow

Knowledge base

Education

Bachelor's Degree

ITIL Certification

Tools

ServiceNow

Automation tools

AI tools

Job description

Unisys is seeking a Knowledge Management-focused professional in the United States to own and optimize the Knowledgebase across IT Service Desk, end users, and AI tools. You will drive improvements in legacy support and AI automation while collaborating with global teams.

The role requires ITIL knowledge, solid writing skills, and experience delivering concise knowledge articles for multiple audiences. Embrace GenAI to enhance end-user experience at Unisys.