Senior Knowledge Manager (KCS/ITSM) – Hybrid, Global

Global Payment Holding Company; Alpharetta (GA); Hybrid; USD 95,000 - 130,000; Full time

Job summary

Global Payments is seeking a Sr. Business Analyst - Knowledge Management to join our global Knowledge Management team and help shape the future of knowledge delivery.

You will drive KCS adoption, ensure high quality articles, and collaborate with IT and business stakeholders across regions in a hybrid environment. You will analyze KM data to uncover insights, maintain knowledge databases and self-service portals, and support automation and AI initiatives.

Qualifications

• Bachelor's degree or equivalent in information systems, CS, or related field.
• At least 3 years implementing KCS in ITSM environments.
• Experience with global, fast-paced settings and stakeholder management.

Responsibilities

• Drive KCS adoption and ensure quality knowledge articles.
• Collaborate with stakeholders to enable KCS best practices.
• Develop insights from Knowledge Management data and trends.
• Support knowledge tools: databases, self-service portals, data workflows.
• Stay current with AI, automation and ITSM improvements.
• Act as ambassador for KCS and Knowledge Management across departments.

Skills

KCS Methodology

ITSM Knowledge

Stakeholder Engagement

ServiceNow

Data Analysis

Education

B.S. in Information Systems or CS

Tools

ServiceNow

Job description

Global Payments is seeking a Sr. Business Analyst - Knowledge Management to join our global Knowledge Management team and help shape the future of knowledge delivery.

You will drive KCS adoption, ensure high quality articles, and collaborate with IT and business stakeholders across regions in a hybrid environment. You will analyze KM data to uncover insights, maintain knowledge databases and self-service portals, and support automation and AI initiatives.