Sr. Business Analyst - Knowledge Management

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

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-evolvingGlobal Knowledge Management Teamand 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.

Does this sound like you? Then you sound like a Globalpayer.

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.

Washington Candidates: Click here for information on the Fair Chance Act.