Senior Process and Knowledge Analyst

Long & Foster Companies

Optimize IT support processes and knowledge management as Sr. Analyst in a user-focused role.

Posted 5/8/2026full-timeRemote • Minnesota • 🇺🇸 United StatesSenior💰 $92,000 - $124,000 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Responsible for maintaining and improving IT support processes and knowledge practices
Ensures IT support operates efficiently and consistently with a strong focus on end-user experience
Reduces ticket volume, improves resolution times, and enables self-service through well-defined processes
Design, document, and continuously improve IT support processes across Incident, Service Request, Knowledge, and Problem Management
Support and evolve the IT knowledge management strategy
Expand self-service capabilities through service catalogs, knowledge articles, and virtual agents
Track and analyze key performance indicators related to process efficiency and knowledge effectiveness
Collaborate with IT leadership, service desk, field services, and other business units to align processes with operational needs

Requirements

What you’ll need

Bachelor’s Degree in Computer Science, Information Technology, Management Information Systems, or a related degree
5+ years of experience in IT Service Management, IT Support, or related roles
Experience with ITSM platforms
Proven experience in process design, documentation, and optimization
Experience building or managing knowledge bases in an IT environment
Experience with Knowledge-Centered Service (KCS) practices preferred
Experience with workflow automation and service catalog design preferred
Familiarity with Experience Level Agreements (XLAs) and user experience metrics preferred
Strong understanding of ITSM frameworks such as ITIL
Strong analytical and problem-solving skills
ITIL certification preferred

Benefits

Comp & perks

Full suite of benefits including Medical
Health Savings Account
Dental
Vision
Life Insurance
Paid Vacation (PTO)
401(k) with employer match
Flexible Spending Account
Employee Assistance Program (EAP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT Service Managementprocess designdocumentationoptimizationknowledge managementworkflow automationservice catalog designITSM platformsKnowledge-Centered Serviceanalytical skills

Soft Skills

problem-solvingcollaborationfocus on end-user experience

Certifications

ITIL certification