Lead Knowledge and Request Analyst - Remote

Overview

The Team Lead for Knowledge and Request Management plays a crucial role in overseeing and guiding the team responsible for managing the organization's knowledge base and handling service requests efficiently.

In Short

• Lead and mentor a team of knowledge management and request handling professionals.
• Develop and implement strategies for effective knowledge capture and dissemination.
• Oversee the request management process for timely handling of service requests.
• Identify opportunities for process improvements to enhance efficiency.
• Collaborate with cross-functional teams to align strategies with organizational goals.
• Monitor key performance indicators and report on team performance.
• Ensure the knowledge base is accurate and accessible to all employees.
• Foster a collaborative and innovative team environment.
• Serve as a point of contact for stakeholders to address concerns.
• Contribute to improved operational efficiency and customer satisfaction.

Requirements

• Proven experience in ITIL framework, knowledge management, and request handling.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to think strategically and implement process improvements.
• Familiarity with knowledge management tools and platforms.

Benefits

• Comprehensive medical, dental, vision, and wellbeing benefits.
• Competitive 401(k) contribution and pension plan.
• Annual incentive and paid holidays.
• Paid time off program (23 days accrued annually for full-time employees).
• Student loan repayment program and paid-family leave.