Knowledge Management Lead

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.

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

Skills

• Bachelors Degree and 0 years of experience OR
• High School Diploma or Equivalent and 2 or more years of insurance or business experience OR
• Zurich Certified Insurance Apprentice including Associate Degree

Benefits

• Short-term incentive bonus eligibility set at 10%
• Competitive pay and comprehensive benefits for employees and their families

Company Overview