US: Service Desk Knowledge Manager

Unisys Corporation; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Unisys Corporation is seeking a Knowledgebase Lead to own KB for IT Service Desk, End users and AI tools, driving improvements and aligning with ITIL and KCS.

You will collaborate with global teams, research knowledge needs, generate reports, and lead small projects to enhance end-user experience, with GenAI awareness.

Qualifications

• Bachelors' Degree required; ITIL certification a plus.
• ITIL foundation certified preferred.
• Minimum 2+ years of IT Service Desk Level 1 experience.

Responsibilities

• Own and manage Knowledgebase (KB) for IT Service Desk, End users and AI tools.
• Improve support with AI-related automation and legacy knowledge.
• Lead integration of KB with automation initiatives.
• Utilize ITIL and KCS methodologies and maintain best practices.
• Collaborate across global ITIL teams and stakeholders.
• Create KB articles, research knowledge needs, and produce reports.
• Proactively drive small projects to enhance end-user experience.

Skills

KB management

Prompt engineering

AI tool integration

Content writing

Project management basics

Communication skills

Research

End-user experience

ITIL knowledge

Education

Bachelor's degree

ITIL Foundation Certification

Tools

ServiceNow

Automation tools

AI tooling platforms

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:

• 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 [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.