Sr Analyst, Servicenow Knowledgebase

Role Purpose
Lead and plan ServiceNow Knowledgebase audit, governance and projects to translate business needs into system designs, capabilities, user experience optimizations and governance.

Jo b Functions

Essential Job Functions

Lead the design and configuration to build new functionality in the KB; Provide recommendations/guidance to HR partners to understand business and HR needs and translate them to system solutions and reports.
Lead cross-functional teams to understand systems and data requirements from business and regions/countries to deliver knowledge base projects and enhancements.

Own the governance process and execution of the Knowledgebase to include the metatagging strategy and ensuring appropriate plan applied. Lead, train and manage content owners, providing ongoing education and improvement opportunities. Lead proofing and editing articles for understandability, consistency, completeness, and adherence to the standards.
Conduct analysis, design, evaluations, modification, testing and implementation.. Configure KB system to meet requirements and develop technical documentation and end users procedures.
Provide technical writing expertise to create moderately complex ServiceNow knowledge base (KB) articles and reports, technical summaries, and test procedures
Troubleshoot data errors and perform root cause analysis, including proposing and implementing solutions having broader organizational impact and provide knowledge transfer to cross-functional team members
Define categories, pin important articles, and approve changes to articles and other continuous improvement activities as it relates to knowledge bases
Oversee and manage projects through execution of best practices, mentoring other team members, and ensuring that project deliverables are consistent with design principles
Keep abreast of technical innovation in ServiceNow to include user experiences and adoption; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

About Edwards Lifesciences

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the world’s leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs over 13,000 individuals worldwide.

For us, helping patients is not a slogan - it’s our life’s work. From developing devices that replace or repair a diseased heart valve to creating new technologies that monitor vital signs in the critical care setting, we focus on helping patients regain and improve the quality of their life.

COVID Vaccination Requirement

**For United States Applicants Only**:
Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.
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