Facility: WAB - Wellstar Administrative Building

Job Summary:

The Quality Assurance Knowledge Management Analyst (QA Analyst) is a member of the IT ITIL QA Team. This role is responsible for the day-to-day execution of the Knowledge Management process. The role assists the Manager of the ITIL Governance Team in governing the Knowledge Management process.
The QA Analyst is responsible for identifying and developing the Knowledge Management process in coordination with the Governance Manager. The QA Analyst works with IT and other Wellstar staff to identify, design, and develop knowledge articles that could be useful to assist all staff in using IT applications, requesting IT services, performing IT related tasks, and overall assist staff to use IT tooling more effectively. The QA Analyst performs tasks, in coordination with other staff members, to assess, validate, categorize, and format information so that it can be entered into the Wellstar IT knowledge base (KB). The QA Analyst analyzes data from tools and platforms supporting Knowledge Management to determine what information to add to the KB, what to modify, and what to retire from the KB. The QA Analyst provides training on the process to staff on how to use process tools and KB content to perform IT and other related tasks more effectively and efficiently. The QA Analyst provides direction and guidance to staff assigned to support the Knowledge Management process.

Core Responsibilities and Essential Functions:

Knowledge Management Process Execution
- Manage and coordinate day-to-day Knowledge Management process activities using the ServiceNow platform.
- Develop, execute, and continually improve a life cycle process for Knowledge Management and the knowledge base (KB). The lifecycle includes the high-level steps of soliciting and identifying information that may be useful to add to the KB, and the follow-on steps of reviewing, categorizing, approving, publishing, updating, and retiring KB content.
- Work with development teams using Agile Methodology to assign, prioritize, and develop knowledge articles for production use.
- Assign to KB entries appropriate meta data, tags using HTML, and other techniques to increase ability of manual and automated searching to find desired KB content.
- Coordinate with technical staff administering the following tools, supporting these and any tools used to support the Knowledge Management process: ServiceNow, MS Teams, and Moveworks automated Chat Bot.
- Review and analyze data from Moveworks Chat Answer Insight Dashboard to identify content that the Chat Bot could not answer. Review and analyze data from ServiceNow ITSM tool and other data sources to identify KB usage trends and to identify when content should be added, modified, or moved to an archive.
- Maintain Knowledge Management dashboards and produce reports about the KB, KB usage trends, process effectiveness, and related information.
- Review submitted knowledge articles to ensure content is valid. Define and enforce standards for KB formatting, style, and quality.
- Create marketing content to help publicize capabilities of the Chat Bot tool and increase user familiarity and acceptance of the tool.
- Create multimedia knowledge articles and make them available to Wellstar users.
- Analyze data from surveys and feedback to improve the Knowledge Management process.
- Create and maintain knowledge articles and document templates.
- Train IT and other staff on Knowledge Management process
- Provide training to IT staff on the Knowledge Management process; provide training information to IT and other Wellstar staff on how to find and use information in the KB.
- Coordinate with administrators of the Moveworks Chat Bot tool for providing information to users in the tool on helpful hints on using the tool to obtain needed information, and comparable topics for increasing staff ability to use the tool to find needed information in the KB. IT Audit Activities and Compliance
- Serve as Knowledge Management point of contact for internal and external auditors, as required. Provide all requested data and track execution of follow-on tasks resulting from an audit. Provide guidance for staff assigned to support Knowledge Management process
- Coordinate efforts of interns assigned to the ITIL Governance Team. Assign work, review work products, and provide feedback on quality of work products. Act as ITIL Governance Team point of contact for Wellstar Internship Program coordinator and provide feedback on progress of interns.
- Manage and coordinate the efforts of Wellstar staff that may be assigned to support the Knowledge process. Assign work, review work products, and provide feedback on quality of work products. When requested, provide feedback to permanent manager on staff contributions to Knowledge Management. Special Projects as assigned

Required Minimum Education:

Bachelor's Degree in related area Required

Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):



Required Minimum Experience:

Minimum 5 years of equivalent experience.
Required and
Minimum 4 years experience working in a health care environment.
Required and
Experience coordinating work of other staff.
Required and
Minimum 2 years experience using ServiceNow or other Software as a Service ITSM tool
Required and
Minimum 1 year experience using data analysis tools of Moveworks Automated Chat Bot or similar tool. Required

Required Minimum Skills:

ITIL V4 Foundations course
Understand HTML code
Presentation and training skills, both in person and using virtual meeting tools; ability to communicate complex information clearly in writing and in oral presentations to a range of audiences.
Intermediate to advanced skills with MS Office applications. Ability to use MS Excel to analyze data from reporting tools.
Superior writing skills and ability to create business documents. Ability to proofread and otherwise assess the quality of documents produced by others.
Ability to work with both technical and non-technical personnel at various levels in the organization, and the ability to work on cross functional teams. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
Ability to work with a high level of autonomy; ability to identify when to seek advice from senior colleagues.
Ability to supervise and guide work of others.
Agile Methodology SAFe, Scrum