University of Arizona · 16 hours ago
Knowledge Centered Service Analyst
Tucson, AZ
Full-time
Hybrid
New Grad, Entry Level
$53K/yr - $66K/yrThe University of Arizona is seeking a Knowledge Centered Service (KCS) Analyst to join their University Information Technology Services team. The role involves maintaining the accuracy and performance of the University's Knowledge Base and providing training and support to the Service Desk and other Support Services teams.
EducationHigher EducationNon ProfitUniversities
Responsibilities
Create, review, and improve knowledge articles (KAs) within the University's Knowledge Base following the principles and guidelines of Knowledge Centered Service
Monitor customer feedback on KAs and take appropriate action based on the content and context of the feedback
Apply established KCS team best practices for managing feedback
Coach and train KCS candidates and contributors to effectively practice KCS as part of the support workflow
Assist KCS team with maintaining training content in the learning management system (D2L Brightspace)
Attend, participate in or lead a variety of meetings: KCS coaching and training sessions, weekly team meetings, KCS consultations, 1on1s, and professional development
Provide exceptional customer support via phone and chat: diagnosing and resolving technical challenges with precision and empathy
Analyze support interactions to enhance Service Desk knowledge management and training effectiveness
Qualification
Required
Bachelor's Degree or equivalent advanced learning attained through experience required
Excellent writing and editing skills
Excellent customer service skills
Ability to work productively and efficiently in a team environment
Skilled in time management with the ability to handle multiple priorities
Ability to effectively communicate verbally and in writing
Ability to effectively leverage approved AI-powered writing tools to accelerate content creation and improve the quality of knowledge articles and other written documentation
Preferred
Experience with Knowledge Centered Service (KCS)
Experience working with computers, networks, and remote troubleshooting techniques
Benefits
Health, dental, and vision insurance plans
Life insurance and disability programs
Paid vacation, sick leave, and holidays
U of A/ASU/NAU tuition reduction for the employee and qualified family members
Retirement plans
Access to U of A recreation and cultural activities
Company
University of Arizona
University of Arizona is a public research university that offers bachelor’s, master’s, doctoral, and professional degree courses.
Founded in 1885
10001+ employees
H1B Sponsorship
University of Arizona has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (138)
2024 (119)
2023 (146)
2022 (135)
2021 (146)
2020 (93)
Funding
Current Stage
Late StageTotal Funding
$88.9MKey Investors
US Department of EnergyGoogle.orgNational Science Foundation
2024-12-10Grant· $0.61M
2024-06-04Grant· $1M
2023-09-07Grant· $30M
Leadership Team
Chad Herzog
Associate Vice President, Arizona Arts
Recent News
Arizona Daily Star
2025-12-14
Arizona Daily Star
2025-12-09
Government Technology US
2025-12-09
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