Service Desk Knowledge Manager AI & ITIL Expert

Unisys; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Unisys is seeking a Knowledge Manager to own and evolve the Knowledgebase (KB) for IT Service Desk, end users, and AI-driven automation. You will drive continual improvement of articles and workflows, aligning with ITIL and KCS practices, and partner with automation initiatives across a global team.

You should have a minimum of 2+ years in IT Service Desk Level 1, strong writing skills, and experience with AI tools.

Qualifications

• Bachelor's degree and ITIL foundation certified.
• Minimum 2+ years of IT Service Desk Level 1 experience.
• Strong writing and verbal communication; ability to create clear KB articles.
• Experience with AI/AI Tools and Automation is a plus.

Responsibilities

• Own and manage the Knowledgebase (KB) for IT Service Desk, End users and AI Tools/Automation flows.
• Lead improvements by integrating KB with automation initiatives.
• Research knowledge requirements; generate reports; communicate with stakeholders.
• Collaborate with global teams and apply ITIL and KCS methodologies.

Skills

Prompt engineering

Technical writing

Verbal communication

IT processes knowledge

AI/Automation

Self-driven

Project management

Education

Bachelor's degree

ITIL Foundation

Tools

ServiceNow

GenAI tools

Automation tools

Job description

Unisys is seeking a Knowledge Manager to own and evolve the Knowledgebase (KB) for IT Service Desk, end users, and AI-driven automation. You will drive continual improvement of articles and workflows, aligning with ITIL and KCS practices, and partner with automation initiatives across a global team.

You should have a minimum of 2+ years in IT Service Desk Level 1, strong writing skills, and experience with AI tools.