Service Desk Knowledge Manager

🔥 16 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📚 Learning and Development

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Unisys

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1980

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

💰 Post-IPO Debt on 2020-10

Consulting • Logistics • Artificial Intelligence

Unisys is a global technology solutions company that specializes in providing digital workplace solutions, cloud and applications services, enterprise computing, logistics optimization, and consulting. Leveraging artificial intelligence, Unisys accelerates productivity and drives innovation by offering cutting-edge solutions that enhance the efficiency of businesses and public services. The company collaborates with leading organizations worldwide to create tailored AI models and digital experiences that secure and improve business processes, ultimately realizing the full potential of AI. Unisys also plays a key role in logistics optimization using quantum computing and data analytics to enhance capacity utilization and route planning. Emphasizing cybersecurity and compliance, Unisys ensures a secure business environment for its clients.

📋 Description

• Own and manage the Knowledgebase for IT Service Desk, end users, and AI tools and automation flows • Drive continual improvement supporting legacy support and AI-related automation goals • Lead improvements by integrating the Knowledgebase with automation tools and initiatives • Utilize ServiceNow as the primary Knowledgebase repository • Employ ITIL and KCS methodologies and industry best practices • Collaborate and coordinate across multiple ITIL internal and external support teams • Manage Knowledgebase articles across multiple clients • Research knowledge requirements • Generate reporting and communicate with key stakeholders • Run small projects supporting end-user experience excellence • Learn and employ GenAI and collaborate with AI tool developers for continual improvement

🎯 Requirements

• Bachelors’ Degree in any field • ITIL foundation certified • ITIL Certification and practical skills to create knowledgebase articles are a plus • Minimum 2+ years of IT Service Desk Level 1 experience is preferred • Efficient understanding and effective use of prompt engineering • Excellent writing and verbal skills • Ability to translate IT processes into effective articles for Service Desk, Self-Service, and Level 2/3 consumption • Good understanding of IT Service Desk Level 1 Support processes • Proficiency in structuring and rewriting content for each target audience • Resourceful, self-driven, and proactive attitude • Understanding and experience with AI/AI Tools and Automation • Basic Project Management skills • Applicant should be eligible for any required authorizations from the U.S. Government due to potential access to export-controlled commodities and technology

🏖️ Benefits

• Opportunity to learn new skills, apply expertise, and solve complex problems with cutting-edge technologies and solutions • Support from a global diverse team • Equal opportunity employment • Reasonable accommodation support for qualified applicants