Job Description
Job Title: Senior ServiceNow Service Desk Analyst / Knowledge Management Location: 20% onsite in New York City Job Type: Contract-to-Hire Overview We are seeking a Senior Service Desk Analyst to join a leading healthcare organization. This individual will serve as a key contributor to Service Desk operations, providing advanced technical support while also leading Knowledge Management initiatives within the ServiceNow platform. This role combines hands-on support across L1-L3 tiers with ownership of knowledge base strategy, content governance, and continuous service improvement. Must have ServiceNow experience. Key Responsibilities Act as a ServiceNow Knowledge Management SME, owning the full lifecycle of knowledge articles including creation, editing, governance, and optimization for self-service and AI-driven workflows (e.g., Now Assist) Define and enforce standards for knowledge content, including templates, taxonomy, metadata tagging, and Article Quality Index (AQI) management Maintain and continuously improve the Knowledge Base (KB), ensuring content accuracy, usability, and alignment with ITIL best practices Analyze KB analytics and service desk trends to identify content gaps, improve search success rates, and increase ticket deflection Leverage AI tools (e.g., Gemini, NotebookLM) to synthesize complex technical information and proactively develop high-quality documentation Provide Level 1-3 technical support, troubleshooting hardware, software, network, and application issues across Windows and iOS environments Manage the full lifecycle of Incidents, Service Requests, Tasks, and Work Orders from intake through resolution Oversee ticket triage, prioritization, escalation, and SLA adherence across multiple intake channels (phone, chat, email, portal) Collaborate with cross-functional teams, SMEs, and leadership to ensure efficient knowledge sharing and service delivery Support system integrations, deployments, upgrades, and documentation for enterprise applications and infrastructure Participate in hardware/software rollouts, imaging (SCCM), and environment optimization initiatives Required Qualifications 2-4+ years of Service Desk or Technical Support experience 2+ years of ServiceNow Knowledge Base / Knowledge Management experience Strong expertise in ServiceNow Knowledge Management modules (KB structure, workflows, user criteria, AQI) Hands-on experience supporting multi-tier Service Desk environments (L1-L3) Working knowledge of ITIL Service Desk best practices (ITIL certification preferred) Experience supporting healthcare or hospital environments Proficiency in troubleshooting hardware, software, and basic networking (TCP/IP, DNS, Active Directory) Experience with tools such as SCCM, Bomgar (remote support), and collaboration platforms (e.g., WebEx) Strong documentation skills with experience in MediaWiki, SharePoint, or similar platforms Advanced skills in Microsoft Office (especially Excel for reporting and analytics) Education Bachelor's degree in Information Technology or a related field preferred Equivalent combination of education, training, and relevant experience will be considered To learn more about this and other positions, contact Alma Arteaga at or . Healthcare IT Leaders is a national leader in IT workforce solutions, connecting healthcare provider, payer and life sciences organizations with experienced technology talent for consulting and full-time hiring. For more information, visit us on the web at .