US: Service Desk Knowledge Manager

Unisys Corporation; Hopkins (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

Unisys is seeking a Knowledgebase Manager to own and manage the Knowledgebase for IT Service Desk, End users, and AI tool automation. You will drive continual improvements, integrate KB with automation initiatives, and lead projects across global teams.

The role requires ITIL knowledge, experience with ServiceNow, and strong writing and communication skills to translate IT processes into clear articles for varied audiences.

Qualifications

• Bachelor's degree in any field.
• ITIL Foundation certification is a plus.
• Experience with knowledgebase articles and IT Service Desk concepts is preferred.

Responsibilities

• Own and manage the Knowledgebase (KB) for IT Service Desk, End users, AI tools, and automation flows.
• Drive continual improvement for legacy support and AI-related automation.
• Lead improvements by integrating KB with automation tools and initiatives.
• Leverage ServiceNow as the primary KB repository and apply ITIL and KCS methodologies.
• Collaborate across multiple ITIL internal and external support teams.
• Manage KB articles across clients; research knowledge needs; generate reporting and communicate with stakeholders; run small projects.
• Learn GenAI concepts and collaborate with AI tool developers for continual improvement.

Skills

Knowledgebase management

ITIL

KCS

Prompt engineering

AI tools

Communication skills

Project management

Education

Bachelor's Degree

ITIL Foundation certification

Tools

ServiceNow

AI tooling

Job description

What success looks like in this role:

We Believe in Better!

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable, advanced technology is our vision.

At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting-edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making a positive impact on enhancing the quality of life to help make this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!

What success looks like in this role:

• In this role you will be required to own and manage the Knowledgebase (KB) for various audiences including IT Service Desk, End users and Artificial Intelligence (AI) Tools and Automation flows.
• Achieve continual improvement to support and achieve current and futuristic goals for/related legacy support and AI related automation.
• You will have the opportunity to lead and drive Improvements by integrating the Knowledgebase with the Automation tools and initiatives.
• Utilize ServiceNow as the primary KB repository and employ ITIL and KCS methodologies among other Industry best practices.
• You will be part of a dynamic global team that collaborates and coordinates across multiple ITIL Internal and external support teams.
• Manage Knowledgebase Articles across multiple clients; research knowledge requirements; generate reporting and communicate with key stakeholders; proactively run small projects to support our department's vision of end-user experience excellence
• Awareness and excitement to learn, employ GenAI and be able to collaborate with AI tool developers for continual improvement. Having a good understanding of how Developer approaches feature development helps.

You will be successful in this role if you have:

You will be successful in this role if you have:

• Bachelors' Degree in any field. ITIL Certification and practical skills to create knowledgebase articles will be a plus.
• ITIL foundation certified.
• Minimum 2+ years of IT Service Desk Level 1 experience is preferred.

Key Skills:

• Efficient to understand Prompt engineering and use it effectively.
• Good understanding of the effective use of prompt engineering
• Excellent writing and verbal skills are essential
• Ability to translate IT processes into an effective article for Service Desk, Self-Service, and Level2/3 consumption
• Good understanding of IT Service Desk Level 1 Support processes.
• Proficiency in structuring and rewriting content for each target audience
• Possessing a highly resourceful, self-driven, and proactive attitude.
• Understanding and experience with AI/AI Tools and Automation.
• Innate curiosity about the Unisys environment and clients
• Basic Project Management skills

#LI-JV1

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at or alternatively Toll Free: (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.