Knowledge Management Lead

Zurich is currently searching for a Service Management Analyst to work out of our North American headquarters in Schaumburg, IL.

As a member of the End User Service Management team supporting Zurich’s End User environment, the Service Management Analyst will work under general supervision to ensure Service Desk and Incident Handling service levels are achieved by improving and maintaining knowledge collateral, working with end users to address points of failure, and driving overall end-user satisfaction. The Analyst will also provide oversight to resources performing Total Problem Care and complex ticket assignment activities.

Additional responsibilities will include:

• Oversee the IT Knowledge Management process: conduct interim audits, review collateral with application owners, manage manual clean‑up activities, and help asset owners write clear & concise material.
• Ensure end user engagement by managing the post‑ticket survey feedback process.
• Support Service Desk Lead in routine audit and data analysis.
• Leverage process development and communication skills to drive Continuous Process and Operational Improvement opportunities based on internal data and industry guidelines.
• Provide oversight to individuals driving Total Problem Care and ticket resolution; assist Total Problem Care team with ticket routing issues when needed.
• Collaborate with global colleagues to implement and/or expand “best practices” for more consistent operations and end user service delivery.
• Identify & implement strategy and maturity improvement based on trends, technology offerings, data, etc.
• Interpret data and metrics using quantitative and analytical skills to evaluate the end user experience.

• Bachelor's Degree and 0 years of experience
• High School Diploma or Equivalent and 2 or more years of insurance or business experience
• Zurich Certified Insurance Apprentice including Associate Degree

Your pay at Zurich is based on your role, location, skills, and experience. We follow local laws to ensure fair compensation. You may also be eligible for bonuses and merit increases. If your expectations are above the listed range, we still encourage you to apply—your unique background matters to us. The proposed salary range for this position is $58,800.00 - $96,300.00, with short‑term incentive bonus eligibility set at 10%.

We offer competitive pay and comprehensive benefits for employees and their families. [Learn more about Total Rewards here .]

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®.

Join us for a brighter future—for yourself and our customers.

Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer disability/vets.

Zurich complies with 18 U.S. Code § 1033.

Please note: Zurich does not accept unsolicited CVs from agencies. Preferred vendors should use our Recruiting Agency Portal.

Location:

AM - Schaumburg.
Remote Working:
Hybrid.

Schedule:

Full Time.
Employment Sponsorship Offered:
No.