Insight Global is seeking a Remote Business Process Analyst to support a dedicated program with a global aerospace leader. The candidate must be a US Citizen and the role will be supporting a Technical Service Center team at the clients Military Engines headquarters in Oklahoma City. The Business Process Analyst will work closely with and support the Team Lead and identified members within the organization, to provide best practice Knowledge-related recommendations. Additionally, the Analyst should be familiar with Knowledge Management and Quality Assurance industry best practices and understand existing and upcoming ServiceNow Knowledge functionality. They will be responsible for creating and maintaining Knowledge Bases and Knowledge Articles, providing Quality Assurance on Technical Service Center issues received, addressed and resolved by Technical Service Center Analysts. They will also analyze Knowledge Management trends and derive actionable steps to address improvement opportunities, gather and analyze requirements to improve existing Knowledge Management processes and support the definition of business process metrics and KPIs.
-2--4-year technical degree OR equivalent in work experience as a Business Process analyst or Knowledge Management role (3-4+ years) supporting a knowledge management practice.
-Proven expertise with positive customer service skills and communication skills
-Focus on gathering data, devising key metrics, running reports, and creating insights into how our ServiceNow based Knowledge Management process is performing across the enterprise.
-Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
* Demonstrated support of enterprise environments, including:
o Working experience and understanding of Knowledge Management
o Knowledge of ITIL / Service Management
o Experienced and familiar with ServiceNow
o Customer focused with a passion and drive for customer satisfaction and delivering business value.
o Develop and maintain strong customer and team relationships.
o Strong partnering skills
o Advanced knowledge of Business and Quality Analysis practices and procedures
o Ability to manage own work.
o Advanced skills with Microsoft Office suite
o Ability to develop reports and present information in PowerPoint.
o Experience with data analysis
-Prior experience supporting the operational tasks and functions required to effectively execute the ITSM Knowledge Management processes and functions
-Provided best practice guidance to Knowledge owners and users
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.