Process Analyst - NICE Knowledge Expert

at  DaVita

PROCESS ANALYST

The CX Process Management team is looking for a highly motivated Process Analyst to join our dynamic team of talented individuals.

REQUIRED QUALIFICATIONS:

• Experience with CCaaS software, ideally NICE CXOne platform.
• Working knowledge of the ServiceNow platform
• General knowledge of Microsoft Office Suite; Expertise in Excel a plus
• Critical thinking and problem solving skills
• Ability to host and facilitate meetings
• High School diploma

PREFERRED QUALIFICATIONS:

• Comprehensive knowledge of ServiceNow’s Knowledge, Incident, Catalog, and Reporting applications
• Working knowledge of HTML or other coding language
• Working knowledge of Contact Center as a Solution (CCaaS) tools
• Experience with training or presenting to large audiences
  Candidates near an office location will be required to be on site 3 days per month.

• Support our integration and maintenance of Contact Center technology software.
• Support processes for Knowledge, Incident, Problem, Request, and Service Catalog as they relate to service management
• Create and manage Problem records from identification to resolution
• Perform trend analysis to identify recurring issues and pain points for end users
• Evaluate how system changes will impact customers
• Collaborate with development and testing teams on resolutions to reported issues and problems
• Create, approve, and manage Knowledgebase articles
• Compare records in ServiceNow against documentation best practices
• Collaborate with various stakeholders to ensure proper service level management