Expert Knowledge Analyst - Optimization (m/f/d)

REFERENCE NUMBER:

703035/1

MY DUTIES:

- Simplify complex instructions into easy-to-understand documentation
- Identify gaps in support and create new knowledge base articles accordingly
- Review and update existing articles to maintain current and user-friendly information
- Collaborate with other business units to accurately document new software and support procedures
- Analyze user feedback to modify articles for different levels of end users
- Train new Service Desk agents on utilizing the comprehensive knowledge base
- Migrate articles from the old database to the extensive knowledge base

MY QUALIFICATIONS:

- Experience in technical writing, IT support, or training
- Familiarity with basic hardware and software products
- Knowledge of ITIL service desk operations is advantageous
- Familiarity with ServiceNow knowledge database is desirable
- Profound English knowledge
- Preferred qualifications include ITIL, KMS, CKM, or other Knowledge Management coursework
- Understanding and willingness to embrace different cultures
- Ability to work independently

MY BENEFITS:

- A highly motivated team and an open way of communication

ABOUT HAYS:

IT is and always has been our core business that laid the foundation for Hays' success. We are the biggest privately owned IT recruitment agency in Germany and offer the best jobs for every career level – whether you are interested in vacancies in agile SMEs or international DAX groups. Hays masters the entire IT job spectrum, from support to software architecture or digitalisation – thanks to our broad portfolio, we have something for everyone. In the last decades, we were able to support numerous IT experts with choosing the right path for a successful career, positioning ourselves as their lifelong partner. Our highly specialised consultants can cater to your every wish and expectation and will prepare you for interviews and contract negotiations. Give it a try and learn what the market has to offer – our services are free of charge, non-binding and discreet! We look forward to hearing from you.