Sr. Business Analyst - Knowledge Management

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

Job Description

This position is not eligible for visa sponsorship, now or in the future. Candidates must be a US Citizen or valid Green Card Holder.

This position is hybrid 3 days per week in the following office locations: Alpharetta, GA

Ready to take your career global? Make your mark at one of the biggest names in payments. We're looking for a Sr. Business Analyst - Knowledge Management to join our ever-evolving Global Knowledge Management Team and help shape the future of global commerce

What you'll own

• Ensure the Global Knowledge Management process built on the Knowledge-Centered Service (KCS) methodology is adopted and that knowledge articles follow the Knowledge-Centered Service (KCS) Governance and Standards put in place to ensure articles are easy to consume, find and meet the appropriate quality required
• Maintain relationships and collaborate with key stakeholders, influencing and driving adoption of Knowledge-Centered Service (KCS) best practices focused on creating efficiencies in processes and workflows through solve loop activities
• Assist in the development of trends and analysis of Knowledge Management data, to help develop insights into Knowledge Management process performance and measurements of both the process itself
• Support existing knowledge management tools and technologies, including knowledge databases, self-service portals and data extraction and workflow systems, by providing technical expertise and liaising between IT and other stakeholders
• Flexibility to acquire knowledge of new systems and practices in accordance with organization need, including AI, document automation and other ITSM process improvement tools. Stay abreast of new technologies that impact IT service delivery
• Act as an ambassador and evangelist for Knowledge-Centered Service (KCS) & Knowledge Management while interacting with other departments

What you'll bring

• Technical Bachelor's degree in Information Systems, Computer Science or related fields of study will be considered, or the equivalent combination of education, training or work experience.
• In depth understanding of ServiceNow Knowledge Management capabilities
• At least 3 years' experience administering the Knowledge-Centered Service (KCS) methodology within the ITSM space
• Tenure operating in a global, fast-paced environment with an emphasis on positive change and adaptive working practices
• Expert in engaging and building successful relationships with stakeholders of the Knowledge Management process
• At least 3 years' experience managing Knowledge workflows and ensuring quick availability of content to the target audience

About the team

Our inclusive and global teams win together every day. We're proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections - it's unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We're curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it's our passion that drives excellence in everything we set out to do.

EEOC Statement

Global Payments is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.