Content Analyst

This role is critical for ensuring our ServiceNow platform has high-quality, accurate, and AI-ready data, specifically within the Configuration Management Database (CMDB) and knowledge articles. You will report to the Associate Director, Optimisation & Platforms.

Key Focus & Goals

• The main goal is to significantly improve data and knowledge quality to achieve:
• Operational Efficiency: Smoother operations and service delivery.
• Reliable Billing: Accurate and dependable billing processes.
• Streamlined Event Management: Better handling of IT events.

Core Responsibilities

• Data/Content Quality Uplift: Actively find and fix inaccurate, outdated, or duplicate records in the CMDB and knowledge articles.
• Knowledge Management: Structure content (using tagging, metadata, and taxonomy) to make articles accurate, easily searchable, and ready for AI consumption. Inactivate obsolete information.
• Collaboration & ...