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ANALYST, QUALITY - SOP WRITER

Location: Scottsdale
Posted on: September 10, 2020

Job Description:

Main role is:


Perform Audit and update of existing Knowledgebase (tool is HP Service Manager); implementing multiple improvements identified from the Findings & Recommendations process improvement plan. Improvements include but not limited to: standardization of format, analysis for consolidation, elimination or expansion of Knowledge articles, consistent spelling of keywords, translation of technical details for non-tech minded use, validating information is current, etc.




Requirements / Skills:


-Thorough understanding of Service Desk Knowledgebase


-Service Desk experience (greater than one year)


-Excellent communication and organizational skills


-Ability to translate and compose easy to understand articles even though the information may be detailed, complex &/or technical


-Attention to detail; ensuring all Knowledge Articles are consistent to aligned standard format


-Team player, able to work well with others e.g.: Project Manager, Knowledge Manager, Common Services team, Knowledge Contributors both internal and external


-Self-driven/thinker: able to work and perform with little supervision after given instructions; instructions will vary in detail, some detail oriented and others more general


-Able to drive tasks of others; perform basic project management to obtain status, identify risks, issues and mitigation, report status


-HP Service Manager tool knowledge a plus

Keywords: , Scottsdale , ANALYST, QUALITY - SOP WRITER, IT / Software / Systems , Scottsdale, Arizona

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