Knowledge Management Lead
Zurich North America is a leader in risk management, seeking a Service Management Analyst to support their End User Service Management team. The role involves improving knowledge collateral, ensuring service levels for the Service Desk, and driving end-user satisfaction through various responsibilities including oversight of IT Knowledge Management processes and collaboration with global colleagues.
Responsibilities
- 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
Skills
- Bachelors Degree and 0 years of experience OR
- High School Diploma or Equivalent and 2 or more years of insurance or business experience OR
- Zurich Certified Insurance Apprentice including Associate Degree
Benefits
- Short-term incentive bonus eligibility set at 10%
- Competitive pay and comprehensive benefits for employees and their families
Company Overview