Senior Knowledge Management Analyst: KCS & Global Impact

Global Payments; Alpharetta (GA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Global Payments is seeking a Sr. Business Analyst - Knowledge Management for its Global Knowledge Management Team in a hybrid role based in Alpharetta, GA.

You will drive KCS adoption, maintain knowledge workflows, and collaborate with IT and business stakeholders to improve knowledge access and service delivery. The role requires a technical degree and at least 3 years of KCS/ITSM experience, with a global, fast-paced work environment and strong relationship-building skills.

Qualifications

• Bachelor's degree in Information Systems, Computer Science or related field or equivalent experience
• At least 3 years' experience administering the KCS methodology within the ITSM space
• Experience operating in a global, fast-paced environment with adaptability
• Expert in engaging and building relationships with Knowledge Management stakeholders
• At least 3 years' experience managing Knowledge workflows and content availability

Responsibilities

• Ensure the Global Knowledge Management process built on the KCS methodology is adopted and quality standards are met
• Maintain relationships with key stakeholders and drive adoption of KCS best practices
• Develop trends and insights from Knowledge Management data to measure process performance
• Support knowledge management tools including knowledge databases and self-service portals
• Stay current with new technologies impacting IT service delivery and AI/automation
• Act as ambassador for Knowledge-Centered Service across the organization

Skills

KCS methodology

ServiceNow Knowledge Management

Stakeholder engagement

Data analysis

ITSM

Education

Technical Bachelor's degree in Information Systems or Computer Science

Tools

ServiceNow

Knowledge databases

Self-service portals

Job description

Global Payments is seeking a Sr. Business Analyst - Knowledge Management for its Global Knowledge Management Team in a hybrid role based in Alpharetta, GA.

You will drive KCS adoption, maintain knowledge workflows, and collaborate with IT and business stakeholders to improve knowledge access and service delivery. The role requires a technical degree and at least 3 years of KCS/ITSM experience, with a global, fast-paced work environment and strong relationship-building skills.