ANALYST, QUALITY - SOP WRITER

Location: Scottsdale
Posted on: April 25, 2024

Job Description:

Main role is:

Perform Audit and update of existing Knowledgebase (tool is HP Service Manager); implementing multiple improvements identified from the Findings & Recommendations process improvement plan. Improvements include but not limited to: standardization of format, analysis for consolidation, elimination or expansion of Knowledge articles, consistent spelling of keywords, translation of technical details for non-tech minded use, validating information is current, etc.

Requirements / Skills:

-Thorough understanding of Service Desk Knowledgebase

-Service Desk experience (greater than one year)

-Excellent communication and organizational skills

-Ability to translate and compose easy to understand articles even though the information may be detailed, complex &/or technical

-Attention to detail; ensuring all Knowledge Articles are consistent to aligned standard format

-Team player, able to work well with others e.g.: Project Manager, Knowledge Manager, Common Services team, Knowledge Contributors both internal and external

-Self-driven/thinker: able to work and perform with little supervision after given instructions; instructions will vary in detail, some detail oriented and others more general

-Able to drive tasks of others; perform basic project management to obtain status, identify risks, issues and mitigation, report status

-HP Service Manager tool knowledge a plus

Keywords: , Phoenix , ANALYST, QUALITY - SOP WRITER, IT / Software / Systems , Scottsdale, Arizona