Knowledge Management Lead

Zurich North America is a leader in risk management, seeking a Service Management Analyst to support their End User Service Management team. The role involves improving knowledge collateral, ensuring service levels for the Service Desk, and driving end-user satisfaction through various responsibilities including oversight of IT Knowledge Management processes and collaboration with global colleagues. Responsibilities Oversee the IT Knowledge Management process: conduct interim audits, review collateral with application owners, manage manual clean-up activities, and help asset owners write clear & concise material Ensure end user engagement by managing the post-ticket survey feedback process Support Service Desk Lead in routine audit and data analysis Leverage process development and communication skills to drive Continuous Process and Operational Improvement opportunities based on internal data and industry guidelines Provide oversight to individuals driving Total Problem Care and ticket resolution; assist Total Problem Care team with ticket routing issues when needed Collaborate with global colleagues to implement and/or expand 'best practices' for more consistent operations and end user service delivery Identify & implement strategy and maturity improvement based on trends, technology offerings, data, etc Interpret data and metrics using quantitative and analytical skills to evaluate the end user experience Skills Bachelors Degree and 0 years of experience OR High School Diploma or Equivalent and 2 or more years of insurance or business experience OR Zurich Certified Insurance Apprentice including Associate Degree Benefits Short-term incentive bonus eligibility set at 10% Competitive pay and comprehensive benefits for employees and their families Company Overview Zurich American Insurance is an international commercial property-casualty insurance provider. It is a sub-organization of Zurich Insurance Group. It was founded in 2016, and is headquartered in Schaumburg, Illinois, USA, with a workforce of 10001+ employees. Its website is