Knowledge Centered Service Analyst II (Multiple Positions)

Validate and approve edits to knowledge base articles (KAs) submitted by publishing contributors applying the principles and guidelines of Knowledge Centered Service (KCS). Create and improve knowledge base and service catalog content directly. Manage complex feedback follow ups for the knowledge base. Apply established KCS team best practices for managing feedback. Coach and train other KCS coaches preparing them to teach others how to effectively practice KCS. Coach candidates and contributors directly. Assist KCS team with maintaining training content in the learning management system (D2L Brightspace) with a focus on building quizzes and assignments to confirm learning objectives are met. Attend, participate in or lead a variety of meetings: KCS coaching and training sessions, weekly team meetings, KCS consultations, 1on1s, and professional development. Provide exceptional customer support via phone and chat, diagnosing and resolving technical challenges with precision and empathy. Analyze support interactions to enhance Service Desk knowledge management and training effectiveness. Knowledge, Skills, and Abilities Excellent writing and editing skills in English. Excellent customer service skills. Ability to work effectively as part of a team. Effective time management skills and ability to handle multiple priorities. Ability to communicate effectively, both verbally and in writing, in English. Knowledge of computers, networks, and remote troubleshooting techniques.