The University of Southern Californiaâs (USCâs) Information Technology Services is seeking a talented Knowledge Management Analyst with an exceptional commitment to service excellence to join its team. As the Knowledge Management Analyst, you will be an integral member of the Customer Service team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.
ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USCâs ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the universityâs mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.Â
We are looking for top talent to join us on our journey.
USCâs ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.
USC is the leading private research university in Los Angelesâa global center for arts, technology, and international business.Â With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Familyâthe faculty, staff, students, and alumni who make USC a great place to workâyou will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.
Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.
MINIMUM QUALIFICATIONS The candidate for the position of Knowledge Management Analyst must meet the following qualifications:
Bachelorâs degree in a relevant field such as business administration, computer science, computer information systems, etc., or equivalent combination of education, training, or experience.
Two years of experience in information technology, customer service, or higher education.
Ability to develop positive working relationships and a strong rapport with team members.
Strong understanding and experience in ITIL service management processes.
Relevant experience and expertise in knowledge management.
Ability to understand and work with large, complex systems.
Strong understanding of business processes within information technology environments.
Strong understanding of higher education institutions and staff.
Strong collaboration, communication, and technical documentation skills.
Experience with an ITSM tool.
Extensive experience with Office 365, knowledge management programs, and front-line IT support.
PREFERRED QUALIFICATIONS The ideal candidate for the position of Knowledge Management Analyst has the following qualifications:
Bachelorâs degree in a relevant field such as business administration, computer science, computer information systems, etc.
More than four years of experience in information technology, customer service, or higher education.
Experience providing direct support with identity management, financial IT services, two-factor authentication, or network-monitoring tools.
Experience with ServiceNow.
THE WORK YOU WILL DO
The Knowledge Management Analyst enables the ITS Level 1 support team to deliver the highest quality of service to a broad range of campus customers. The Knowledge Management Analyst establishes standards of service and standard operating procedures, processes intake queues, and monitors service metrics. This role assists in the development of knowledge management programs and activities that continuously improve the ITS customer service experience. As a member of ITS, the Knowledge Management Analyst demonstrates ITS values in action.
The Knowledge Management Analyst:
Coordinates with technical teams to develop operating procedures for Level 1 staff, enabling the release, support, and troubleshooting of services. Supports the investigation, troubleshooting, and resolution of a range of escalated business process- and technology-related incidents by coordinating with applications, infrastructure, and security teams to develop mitigation strategies and by processing and responding to customer issues submitted through the service portal and social media.
Assists in managing the ITS knowledge base library by developing and updating knowledge articles, consolidating duplicate articles, and retiring stale or inaccurate content. Ensures information is captured and stored in locations that are accessible to a broad range of ITS staff and campus customers. Updates the ITS knowledge taxonomy, organizes data, and establishes file structures.
Develops strategies and materials to evaluate and improve key knowledge metrics by reviewing knowledge content and coaching knowledge contributors.
Manages social media account access and third-party application integrations. Develops and publishes engaging and high-quality ITS content to social media accounts.
Supports programs and activities to recognize knowledge contributors, collaborators, and mentors.
Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and ITS leaders. Actively embodies ITS values and behaviors including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
Supports the vision for Customer Service. Works closely with team members and management to implement and support effective solutions for knowledge management. Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across ITS.
Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.
MINIMUM QUALIFICATIONS The candidate for the position of Knowledge Management Analyst must meet the following qualifications:â¢ Bachelorâs degree in a relevant field such as business administration, computer science, computer information systems, etc., or equivalent combination of education, training, or experience. â¢ Two years of experience in information technology, customer service, or higher education. â¢ Ability to develop positive working relationships and a strong rapport with team members.â¢ Strong understanding and experience in ITIL service management processes.â¢ Relevant experience and expertise in knowledge management.â¢ Ability to understand and work with large, complex systems.â¢ Strong understanding of business processes within information technology environments.â¢ Strong understanding of higher education institutions and staff.â¢ Strong collaboration, communication, and technical documentation skills.â¢ Experience with an ITSM tool.â¢ Extensive experience with Office 365, knowledge management programs, and front-line IT support.
USC’s Viterbi School of Engineering has been one of the economic engines in Southern California and a vital hub in the California economy. The technical innovations and ideas generated by the Viterbi faculty and research community have resulted in countless innovations, many becoming the foundations for new companies, products and services. The thousands of students graduating each year bring new ideas and vitality to companies in California and beyond. With an annual research budget exceeding $205M each year, more than 46 research centers and institutes, more than 180 faculty members, 7,800 students and over 60,000 impassioned alumni world-wide, the Viterbi School is addressing some of the world’s great challenges.