The Field Support Business System and Asset Coordinator Analyst involves technology-based analysis of business practices, processes and problems; developing solutions which may involve process design, data and information architecture, Asset Management and policy or procedural changes; creating specifications for systems to meet requirements; validating requirements against needs; designing details of automated systems; developing user interface design; planning and executing unit integration and end-user acceptance testing; create training materials. May lead cross-functional teams to solve complex business or systems issues. The role also focuses on the efficient tracking, management, and coordination of IT assets across the organization. This position plays a vital role in maintaining accurate records, ensuring compliance with asset policies, and supporting asset lifecycle management.

Key Responsibilities:

• Analyze existing business systems, processes, and workflows to identify areas for improvement and increased efficiency.
• Collaborate with internal and external stakeholders, including end-users and department heads, to gather requirements and understand business needs.
• Collaborate with the IS Knowledge Manager, and ServiceNow development team, to improve knowledge processes, procedures, and ServiceNow enhancements.
• Develop and maintain the Field Support knowledge base, including creating and updating articles, procedures, best practices, troubleshooting steps, and guidelines.
• Work with the Field Support team to identify gaps in knowledge and develop new articles and content to address these gaps.
• Ensure that the knowledge base is accessible and user-friendly, with relevant information categorized and indexed for easy retrieval.
• Collaborate with the Field Support team to ensure that new knowledge is effectively communicated and integrated into daily operations.
• Plan and conduct training sessions for Field Support to promote effective use of the knowledge base and knowledge management best practices.
• Maintain accurate records and documentation related to knowledge management activities, including metrics, feedback, and changes to knowledge base content.
• Monitor and analyze knowledge usage and feedback to identify areas for improvement and updates to the knowledge base.
• Evaluate data and feedback from stakeholders to develop strategies to improve the quality of the knowledge base and increase user satisfaction.
• Communicate with the Field Support team and other stakeholders to collect and maintain up-to-date information to ensure the highest quality of support.
• Develop, update, and maintain the Web Content of the IS Field Support (Catalog) website, ensuring accuracy, relevance, and alignment with organizational goals and customer needs.
• Regularly review and update existing content to reflect changes in technology, processes, or customer requirements.
• Collaborate with web developers and designers to enhance the visual design, layout, and accessibility of the website.
• Maintain accurate records and documentation related to the Service Web Content Management; including metrics, feedback, and changes to design/content.
• Conduct regular audits to identify outdated or redundant content and proactively remove or update it.
• Tracking and maintaining accurate records of IT assets.
• Coordinating asset procurement, deployment, and retirement.
• Collaborating with departments to ensure adherence to asset policies and procedures.
• Conducting asset audits and reconciliations.
• Assisting with asset disposal and surplus management.
• Reporting on asset utilization and compliance.

These job roles collectively contribute to the effective management of business systems, inventory, field support services, and asset coordination within the team, ensuring the smooth functioning of IT operations and services.

• Six (6) years of related experience, education/training, OR a Bachelor's degree in related area plus two (2) years of related experience/training.

• Experience and proven success in information systems Field Support within a large-scale organization.
• In-depth knowledge of IT Service Management (ITSM) frameworks, such as ITIL.
• Knowledge of best practices and experience with knowledge management tools (e.g., SharePoint, ServiceNow, Confluence).
• Knowledge of best practices and experience with web design and content using basic HTML.
• Knowledge of Asset Management Systems (CMDB).
• Strong analytical and problem-solving skills, with a focus on continuous improvement.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Strong communication skills and ability to work collaboratively with a diverse range of stakeholders.
• Excellent attention to detail and organizational skills.

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.