Senior Knowledge Management Analyst

Details

Posted: 02-Feb-24

Location: Los Angeles, California

Type: Full-time

Salary: Open

Categories:

Academic/Faculty
Business/Finance

Internal Number: 4984845

Senior Knowledge Management Analyst
University of California Los Angeles
Requisition Number: 40789
Salary: $123,685-$141,711 annually
Position Description:
Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Acts as the ‘front door’ for ITS providing tiered support to handle the majority of common IT user needs including software, endpoint, and access inquiries. Provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Enables service excellence and a spirit of continuous improvement monitoring key performance factors such as customer satisfaction and customer service throughput and implementing process improvements.
The ITSM team manages the end-to-end framework, processes, and standards for delivery of IT services to customers. This includes oversight of the processes and activities needed to design, create, deliver, and support IT services, consistently improving customer experience and enabling UCLA to deliver on its academic mission.
The Senior Knowledge Management Analyst, situated within the IT Service Management team of UCLA’s IT Customer Success department, will lead the management and elevation of UCLA’s IT department’s knowledge base. Spearheading the documentation of solutions to intricate challenges, the Senior Analyst will establish best practices and curate critical information to enhance IT efficiency. Ensuring the accessibility and currency of this knowledge will be a primary responsibility, enabling seamless dissemination to those seeking insights. Orchestrating standards of service, standard operating procedures, process intake queues, and meticulous service metrics tracking, the Senior Knowledge Management Analyst will engage comprehensively with a diverse array of technical and non-technical stakeholders. At the senior level, this role will actively contribute to the evolution of knowledge management programs and initiatives that continually advance the customer service experience. As a senior contributor, they will actively shape the strategic trajectory of the knowledge management function, reinforcing its impact on organizational performance and innovation.
The Senior Knowledge Management Analyst will positively impact UCLA’s operations and culture by enabling University stakeholders to effectively leverage technology in service of the institution’s academic mission. This team member will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA’s vision while upholding UCLA’s culture and values.
Special Instructions:
This position is eligible for a hybrid work arrangement that includes regular visits to campus as needed (for those who work remotely, travel/lodging expenses are not eligible for reimbursement).
The anticipated pay range for this position is $123,685 – $141,711, annually; salary is dependent upon the skills and experience of the selected finalist.
NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying.
For full application instructions and position description, please visit: https://hr.mycareer.ucla.edu/applicants/Central?quickFind=89804
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the complete University of California nondiscrimination and affirmative action policy, see: UC Nondiscrimination & Affirmative Action Policy, https://policy.ucop.edu/doc/4000376/DiscHarassAffirmAction
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About University of California Los Angeles
UCLA is known worldwide for the breadth and quality of its academic, research, health care, cultural, continuing education and athletic programs. UCLA offers undergraduate degrees in more than 127 majors and graduate degrees in 198 program areas. UCLA has 11 highly regarded professional schools. Eight are ranked among the nation’s top 15 in their field by U.S. News & World Report. UCLA is consistently among the most popular campus in the nation for undergraduate applicants. The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, disability, or protected veteran status. Benefits:UCLA offers a comprehensive benefits package, including an average of three weeks’ vacation per year; an average of 12 days per year sick leave; 13 paid holidays per year; health, dental and optical benefits; life insurance; disability insurance; the University of California Retirement Plan with 5 year vesting and various voluntary UC Savings Plans. There are also special programs and privileges available, such as accessibility to cultural and recreational programs, athletic events, and the University Credit Union.
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