IT Knowledge Base Management Consultant
Zodiac Solutions - Sunnyvale, CA

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IT Knowledge Management Consultant
Location: Sunnyvale, CA
Duration: 6 months

This position is responsible for contributing to the overall management of the IT Knowledge Base, promoting and expanding its use throughout the organization.


  • Actively promote the use of the IT Knowledge Base (KB) globally at NetApp
  • Create and publish solution articles from content provided by SMEs, ensuring that the content is easily accessed and understood by technical and non-technical customers.
  • Work with IT project teams to produce KB articles in advance of new releases
  • Work closely with all levels of IT support staff to identify and produce new articles
  • Solicit content and publish articles to address gaps identified in the KB search log
  • Actively monitor for expiring articles and follow up with subject matter experts to ensure current articles are accurate before re-publishing
  • Train and support other staff in the use of the Service-Now KM module
  • Identify and log enhancement requests identified to improve the overall functionality of the KM module in Service-Now.
  • Test, document, and communicate all KM system changes to appropriate audience
  • Monitor the customer feedback log and responds appropriately to all comments
  • Identify, implement, and communicate process improvements activities
  • Perform additional duties as required

Desired Skills & Experience:

  • 4+ years of IT Knowledge Management experience or working on an IT Helpdesk
  • Excellent verbal and written communication skills
  • Strong understanding of business processes and continuous improvement
  • History of establishing and maintaining strong working relationships
  • Creative and tenacious problem solver
  • Attention to detail and quality of work is a must
  • Organized, resourceful, flexible, and reliable
  • Experience with Service-Now a plus