The Impact You’ll Make

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In this role, you will directly contribute to improving the quality, efficiency, and reliability of global end‑user support by advancing how we manage knowledge, measure service quality, and optimize client experience processes. You will shape the systems and standards that help employees work smoothly and ensure our global technology services deliver consistent, high‑quality experiences

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What You’ll Do

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• • Lead quality assurance activities across tickets, interactions, and onsite support by defining evaluation standards, completing audits, and delivering insights that improve service outcomes.
  • Drive continuous improvement by partnering with regional leads to review performance trends, close corrective actions, and eliminate recurring service defects.
  • Own the knowledge lifecycle in ServiceNow—including article creation, review, publishing, and retirement—to ensure employees and support teams can easily find accurate, up‑to‑date information.
  • Improve knowledge effectiveness by coaching authors, maintaining taxonomy and templates, and measuring article health, reuse, and deflection performance.
  • Map and optimize core operational workflows such as onboarding, offboarding, device refresh, VIP services, and loaner processes to improve service consistency, reduce cycle times, and enhance digital employee experience.
  • Partner with Service Desk, Platform, and Endpoint teams to introduce automation, enable “shift‑left” opportunities, and scale successful pilots globally.
  • Govern data quality within the asset and configuration management systems by monitoring accuracy, completeness, and timeliness while leading reconciliation and exception remediation activities.
  • Publish meaningful dashboards and reports that improve decision‑making, support audits, and strengthen hardware lifecycle and compliance controls.

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Who We’re Looking For

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• • Bachelor’s degree in Information Technology, Information Systems, or equivalent practical experience.
  • 3–5 years of experience in IT service operations with proven work in quality assurance, knowledge management, and process improvement.
  • Hands‑on experience with ServiceNow (Knowledge, Reporting/Performance Analytics, Incident/Request modules).
  • Strong process mapping skills and experience documenting workflows, KPIs, and controls.
  • Knowledge of asset management and configuration management databases (CMDB), including data quality and compliance reporting.

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Preferred Qualifications

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• • ITIL® Foundation certification; Knowledge‑Centered Service (KCS®) training; Lean/Six Sigma certification (Yellow or Green Belt) a plus.
  • Experience with ServiceNow Hardware Asset Management (HAM Pro) or Software Asset Management (SAM Pro).
  • Ability to build dashboards or scorecards using Power BI or advanced Excel.
  • Experience improving onboarding/offboarding or endpoint lifecycle processes.
  • Familiarity with Microsoft Intune, Autopilot, Configuration Manager (SCCM), or enterprise‑scale endpoint environments.
  
  

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