Knowledge Centered Service Analyst II (Multiple Positions)

Knowledge Centered Service Analyst II (Multiple Positions)

Posting Number req26449

Department Desktop & Mobile Comp Services

Department Website Link https://it.arizona.edu/

Location Tucson Campus

Address Tucson, AZ USA

Position Highlights University Information Technology Services (UITS) is the University of Arizona’s central technology organization. UITS delivers enterprise and specialized technology services that support students, faculty, researchers, staff, and campus partners. Through innovation, strategic partnerships, and a commitment to accessibility and continuous improvement, UITS supports the evolving needs of a leading research university and the communities it serves.

UITS is accepting applications for Knowledge Centered Service (KCS) Analyst II (IT Training Professional II). The ideal candidate will join a dedicated, collaborative team responsible for maintaining the health, accuracy, and strategic performance of the University of Arizona's Knowledge Base, powered by ServiceNow. Integral to the IT support ecosystem, the KCS Team works closely with and provides training for the 24/7 Service Desk and other Support Services teams. During high-volume periods, the KCS team actively supports the Service Desk by directly handling incoming calls and chats.

This position may offer a hybrid work opportunity from Tucson, Arizona.

Visa sponsorship is not available for this position.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocation services, please click here .

Duties & Responsibilities

• Validate and approve edits to knowledge base articles (KAs) submitted by publishing contributors applying the principles and guidelines of Knowledge Centered Service (KCS). Create and improve knowledge base and service catalog content directly. Manage complex feedback follow ups for the knowledge base. Apply established KCS team best practices for managing feedback.
• Coach and train other KCS coaches preparing them to teach others how to effectively practice KCS. Coach candidates and contributors directly. Assist KCS team with maintaining training content in the learning management system (D2L Brightspace) with a focus on building quizzes and assignments to confirm learning objectives are met.
• Attend, participate in or lead a variety of meetings: KCS coaching and training sessions, weekly team meetings, KCS consultations, 1on1s, and professional development.
• Provide exceptional customer support via phone and chat, diagnosing and resolving technical challenges with precision and empathy.
• Analyze support interactions to enhance Service Desk knowledge management and training effectiveness.

Knowledge, Skills, and Abilities

• Excellent writing and editing skills in English.
• Excellent customer service skills.
• Ability to work effectively as part of a team.
• Effective time management skills and ability to handle multiple priorities.
• Ability to communicate effectively, both verbally and in writing, in English.
• Knowledge of computers, networks, and remote troubleshooting techniques.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

Minimum Qualifications

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Minimum of three (3) years of relevant work experience, or equivalent combination of education and work experience.

Preferred Qualifications

• Experience using or supporting Knowledge Centered Service (KCS), with awareness of its principles and practices.

FLSA Exempt

Full Time/Part Time Full Time

Number of Hours Worked per Week 40

Job FTE 1.0

Work Calendar Fiscal

Job Category Information Technology

Benefits Eligible Yes - Full Benefits

Rate of Pay $59,404 - $74,254

Compensation Type salary at 1.0 full-time equivalency (FTE)

Grade 8

Compensation Guidance The Rate of Pay Field represents the University of Arizona’s good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, key skills, and internal equity.

The Grade Range represent a full range of career compensation growth over time. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator .

Career Stream and Level PC2

Job Family IT Training

Job Function Information Technology

Type of criminal background check required: Fingerprint criminal background check (security sensitive due to job duties)

Number of Vacancies 2

Target Hire Date

Expected End Date

Contact Information for Candidates uits-jobs@arizona.edu

Open Date 7/7/2026

Open Until Filled Yes

Documents Needed to Apply Resume and Cover Letter

Special Instructions to Applicant

Notice of Availability of the Annual Security and Fire Safety Report In compliance with the Jeanne Clery Campus Safety Act (Clery Act), each year the University of Arizona releases an Annual Security Report (ASR) for each of the University’s campuses. These reports disclose information including Clery crime statistics for the previous three calendar years and policies, procedures, and programs the University uses to keep students and employees safe, including how to report crimes or other emergencies and resources for crime victims. As a campus with residential housing facilities, the Main Campus ASR also includes a combined Annual Fire Safety report with information on fire statistics and fire safety systems, policies, and procedures. Paper copies of the Reports can be obtained by contacting the University Compliance Office at cleryact@arizona.edu.