BASIC FUNCTION OF JOB

The Knowledge Specialist I is responsible for creating, updating and reviewing knowledge articles, conducting quality assessment (QA) reviews of calls, chats and tickets, and assists with the coordination of training activities within the Service Desk.

WORK PERFORMED

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions of the Job:

• Guide clients through establishing a cohesive knowledge management program, including making recommendations for system enhancements to increase adoption and creation of knowledge articles.
• Manage the knowledge article lifecycle leveraging Knowledge-Centered Service (KCS) standards including creating, reviewing, updating, and archiving knowledge.
• Work closely with Insight and client subject matter experts to maintain content and drive creation of new content.
• Train and coach agents on knowledge management best practices.
• Review knowledge usage reports for opportunities to increase adoption and to identify knowledge gaps.
• Support client self-service portals through the posting of content and reviewing the portal of accuracy on a regular basis.

MINIMUM REQUIREMENTS

Education and/or Experience:

Two-year Associate Degree (field related) or equivalent experience required. A minimum of two years of knowledge management experience is required. Experience working in ServiceNow knowledge v3 or later is required. Understanding of KCS concepts or KCS certification preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

Highly articulate and professional in both oral and written communication, as well as presentation, persuasion and negotiation skills to achieve desired result needed. Ability to read, analyze, and interpret general business/ professional journals, technical procedures, or regulations required. Ability to effectively present information and respond to questions from groups of managers, customers, other employees a must. Ability to respond effectively to sensitive inquiries or complaints. Ability to write using original or innovative techniques or style. Ability to make effective and/or persuasive presentations on controversial or complex topics to management. Ability to interpret data and create meaningful reports is required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to: stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and kneel.
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus due to computer work.
• Light to moderate lifting is required.
• Ability to uphold the stress of traveling.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

The base salary range for this position is typically $46,000 to $52,000 with additional bonus and benefits available. However, compensation decisions are dependent on the facts and circumstances of each case, including experience and location, and we will also consider candidates outside of this range as necessary.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com

Founded in 1988 in Tempe, Arizona
11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
$8.3 billion in revenue in 2020
Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Remote || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || Remote ||