What success looks like in this role:
What success looks like in this role:
• In this role you will be required to own and manage the Knowledgebase (KB) for various audiences including IT Service Desk, End users and Artificial Intelligence (AI) Tools and Automation flows.
• Achieve continual improvement to support and achieve current and futuristic goals for/related legacy support and AI related automation.
• You will have the opportunity to lead and drive Improvements by integrating the Knowledgebase with the Automation tools and initiatives.
• Utilize ServiceNow as the primary KB repository and employ ITIL and KCS methodologies among other Industry best practices.
• You will be part of a dynamic global team that collaborates and coordinates across multiple ITIL Internal and external support teams.
• Manage Knowledgebase Articles across multiple clients; research knowledge requirements; generate reporting and communicate with key stakeholders; proactively run small projects to support our department’s vision of end-user experience excellence
• Awareness and excitement to learn, employ GenAI and be able to collaborate with AI tool developers for continual improvement. Having a good understanding of how Developer approaches feature development helps.
You will be successful in this role if you have:
You will be successful in this role if you have:
• Bachelors’ Degree in any field. ITIL Certification and practical skills to create knowledgebase articles will be a plus.
• ITIL foundation certified.
• Minimum 2+ years of IT Service Desk Level 1 experience is preferred
Key Skills:
o Efficient to understand Prompt engineering and use it effectively.
o Good understanding of IT Service Desk Level 1 Support processes.
o Structured writing and verbal skills are essential.
o Proficient to structure and re-write content per the Audience and in a logical order.
o Highly resourceful, self-driven, and proactive attitude.
o Understanding and experience with AI/AI Tools and Automation.
o Growth Mindset that generates curiousness about the working environment
o Basic Project Management skills
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.
Skills Required
- Bachelor’s degree in any field
- ITIL Foundation certification
- Minimum 2 years of IT Service Desk Level 1 experience
- Understanding of IT Service Desk Level 1 support processes
- Prompt engineering skills
- Experience with AI tools and automation
- Strong structured writing and verbal communication skills
- Ability to structure and rewrite content for different audiences
- Basic project management skills
- Practical knowledgebase article creation skills
Unisys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Unisys and has not been reviewed or approved by Unisys.
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Fair & Transparent Compensation — Fair & Transparent Compensation: Compensation terms at hire are often presented clearly and upfront, creating a straightforward “take it or leave it” expectation. Pay outcomes are also described as variable by role and geography, with some pockets viewed as satisfactory or above average.
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Retirement Support — Retirement Support: A 401(k) plan with an employer match is commonly described as part of the core package. The match is often characterized as a meaningful component of total rewards relative to other benefits.
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Healthcare Strength — Healthcare Strength: Core medical, dental, and vision coverage is described as available and broadly in line with a large IT-services employer. The underlying carrier network is sometimes viewed as solid even when cost concerns exist.
Unisys Insights
What We Do
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. We build better outcomes securely for our clients across the Government, Financial Services and Commercial
