ServiceNow Knowledge Specialist 1

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

ServiceNow Knowledge Specialist 1

The ServiceNow Knowledge Specialist 1 is part of the Service Management team that designs, plans, implements, executes and supports processes, procedures and the ServiceNow platform globally for Iron Mountain Data Centers (IMDC). This individual will be responsible for building, managing/curating, and setting the direction of the knowledge management framework for IMDC. Works with Service Management solution architect, developers and business on functionality enhancements to achieve the goals set forth for knowledge management. Continual improvement and research ways to enhance and/or improve the overall customer experience on the IMDC ServiceNow platform.

Responsibilities:

• Responsible for day-to-day production support of the ServiceNow Knowledge Management system (KMS)
• Work with the Service Management team to develop new ways to overcome challenges
• Responsible for the usability metrics and KPIs for KBA views and usage
• Platform SME for all active knowledge bases to promote and support internal/external users
• Promote adoption of SNOW functionality/processes for user base
• Assist in identification of in platform enhancements to benefit user experience and/or adherence to documented processes
• Curate knowledge base articles (KBA) to maintain the latest version
• Responsible for obtaining KBA translations for all active languages within the platform
• Develop and maintain test cases and tests for platform functionality/modules
• Working hours are varied and mandatory on-call rotations, including some nights, weekends, and holidays. Depending on project status, hours may be extended to meet deadlines or resolve issues.

Key Skills, Requirements and Competencies:

• 2 years of experience on the ServiceNow platform
• ITIL foundation certification
• Advanced understanding of Knowledge management methodologies
• Ability apply business concepts into a technical solution
• Clear written and verbal communication skills
• Active listening skills, respecting others' point of view and taking ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational)
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and/or technical problems and relay that in English and not just IT jargon
• Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• Ownership, accountability, and attention to detail in all work efforts
• Maturity, professionalism, and judgment; ability to excel with minimum supervision

\#Linkedin - remote

Category: Information Technology

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0073908