Centered Service Analyst

Knowledge Centered Service Analyst

University Information Technology Services (UITS) is the University of Arizona's central technology organization. UITS delivers enterprise and specialized technology services that support students, faculty, researchers, staff, and campus partners. The Knowledge Centered Service (KCS) Analyst joins a dedicated, collaborative team responsible for maintaining the health, accuracy, and strategic performance of the University of Arizona's Knowledge Base powered by Service Now.

• Create, review, and improve knowledge articles (KAs) within the University’s Knowledge Base following KCS principles and guidelines.
• Monitor customer feedback on KAs and take appropriate action based on content and context.
• Apply established KCS team best practices for managing feedback.
• Coach and train KCS candidates and contributors to practice KCS as part of the support workflow.
• Assist the KCS team with maintaining training content in the learning management system (D2L Brightspace).
• Attend, participate in, or lead meetings such as KCS coaching and training sessions, weekly team meetings, KCS consultations, 1-on-1s, and professional development sessions.
• 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.

• Excellent writing and editing skills.
• Excellent customer service skills.
• Works well as part of a team.
• Effective time management and handling multiple priorities.
• Ability to communicate verbally and in writing.
• Knowledge of computers, networks, and remote troubleshooting techniques.

• Bachelor’s degree or equivalent advanced learning attained through experience.

• Awareness of and experience with Knowledge Centered Service (KCS).

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

All qualified individuals may apply. The University of Arizona is an Equal Opportunity Employer.