CyberCoders Knowledge-Centered Support Analyst in Boston, Massachusetts

Knowledge-Centered Support (KCS) Analyst Service Analyst - IT User Experience - Skills Required - Knowledge-Centered, KCS, Confluence, Atlassian, ITIL, E-Commerce, Technical Writing, Desktop Support, Customer Support, Technical Support

If you are a Knowledge-Centered Support Analyst interested in working with a company that had net revenues of 3+ billion in 2016, and was recognized as one of America's Most Promising Companies according to Forbes Magazine? If so, keep reading...

Based in the Boston, MA with operations throughout North America and Europe, we are the largest online retailer of home goods including more than eight million products from over 10,000 suppliers. Currently, we are looking to grow our IT User Experience team by bringing on a Knowledge-Centered Support (KCS) Analyst to improve user satisfaction. We are rapidly growing and offer our employees exciting work in a fun, dynamic environment that encourages learning and growth. We provide excellent compensation packages including an aggressive base salary and benefits.

In this role, you will be responsible for the following:

  • Manage knowledge sharing playbooks for IT and end user consumption

  • Fielding inbound IT requests from our global user base

  • Provide internal application, deskside and VOIP support

  • Work with IT teams to establish new process and initiatives

  • Development and design of a document tracking system and deliver reporting to IT

  • Integration of knowledge systems into other tools

  • Reduction of user contacts into IT

Were looking for the following qualifications:

  • Strong experience and understanding of Knowledge-Centered Support (KCS) services

  • Experience working with a Knowledge Management System, ideally Confluence

  • Ability to communicate to various audiences on both policy/technical writing

  • Strong attention to detail and forward thinking

So, if you are a Knowledge-Centered Support Analyst and find this role interesting, please apply ASAP! We are conducting interviews now and look forward to speaking with you.

Applicants must be authorized to work in the U.S.

CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Knowledge-Centered Support Analyst MA-Boston TH3-1372807