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Zurich North America · 1 day ago

Knowledge Management Lead

Schaumburg, IL

Full-time

Hybrid

New Grad, Entry Level

$59K/yr - $96K/yr

0+ years exp

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.

CommercialFinancial ServicesInsurance

Comp. & Benefits

No H1B

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