Helpdesk Analyst (Jobs in Davis, CA)   Requirement id 88045 Job title Analyst Job location in DAVIS, CA Skills required IT Service Delivery Support, Helpdesk, Adobe Captivate, Open Date 31-Jan-2019 Close Date Job type Contract Duration 11 Months Compensation DOE Status requirement not found Job interview type Face to Face interview Apply    Email Recruiter: coolsoft Job Description Analyst: IT Service Delivery Support, Helpdesk, Adobe Captivate, We should submitt only GC, GC EAD, L2 EAD, H4 EAD and Citizen. Candidate must be your W2 Employee. Job Description : Description of functions / duties from the hiring manager: IT Express, in collaboration with Information and Educational Technology (IET) IT Professional Services, has built a robust Standard Operating Procedure (SOP) within the Confluence system. It has been determined that we can use ServiceNow and move all content from Confluence into an internal knowledge base; content being protected from the general public. This move would help increase efficiency for the support agents by making sure the content is up-to-date and housed under the same ServiceNow system. The Knowledge Management Analysts will be pivotal to eliminate the dependency on the current content system, Confluence, and be a dedicated resource to ensure proper documentation is transferred, updated, and or retired. This analysts will also ensure that the documentation is categorized consistently and follow a standardized process in building a new internal knowledge base in ServiceNow. Under limited supervision by the Interim Support Desk Supervisor, the Knowledge Management Analysts work with IET units to provide analytical support and management of the campus knowledge base for technical content. The Knowledge Management Analysts will design, develop and implement solutions to encourage and increase adoption of knowledge services. Provides technical writing and analysis of knowledge solutions and works with other IET units to improve content. Essential Responsibilities: 70% Knowledge Management Coordinates day-to-day execution of the knowledge management process Evaluates knowledge content usage data and implements service improvement programs to increase effectiveness, quality, and further engage the UC Davis campus. Accesses and researches both internal and external sources to design, develop, and deliver knowledge content. Acts as the internal advocate to evangelize the use of standards, established procedures and best practice to create a consistent, repeatable knowledge management process Prepares, edits and publishes technical content, such as process and work instructions, tip sheets, and knowledge base materials Leverages technical expertise to expand and enhance the knowledge management structure of Service Now, IETs IT Service Management tool. 20% Training and Development Collaboratively works with peers to increases adoption and use of knowledge content through multiple sources, such as communities of practice, training programs, and online learning modules Provides ongoing training and responds to inquiries related to the knowledge management system and uses Shares information with campus community, such as emerging trends in knowledge management Designs, plans and executes knowledge initiatives 10% Special Projects and Assignments As requested, contribute to short-term assignments Minimum Qualifications Ability to assess technical content/information needs and be innovative in the design and delivery of appropriate solutions Experience in leveraging information technology to deliver knowledge management and knowledge sharing strategies Experience facilitating and coordinating the development of training materials, tools, and delivery methods according to needs and most effective practices. Excellent organizational skills; ability to prioritize and manage multiple projects and tasks. Strong customer service skills and the ability to interact effectively with diverse campus community. Able to work both independently to complete tasks in a timely fashion and work collaboratively with staff across the campus Deadline driven an   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 88045 while calling.   Other jobs in CA: Anaheim (4), Brea (3), Brisbane (2), Carlsbad (3), Concord (1), Culver City (1), Cupertino (5), Downtown Los Angeles (3), El Monte (3), El Segundo (1), Foothill Ranch (2), Irvine (1), La Jolla (2), Lake Forest (1), Larkspur Landing (1), Long Island (1), Los Angeles (27), Newport (1), Newport Beach (3), Orange (2), Orange County (7), Pasadena (1), Poway (5), Rancho Cordova (1), Redwood City (3), Sacrament (1), Sacramento (19), San Diego (87), San Francisco (24), San Jose (4), Simi Valley (1), South San Francisco (1), Westlake Village (2),         (Analyst: IT Service Delivery Support, Helpdesk, Adobe Captivate, in DAVIS, CA)

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