1 of 1 Permanent Knowledge Management Jobs in Inverurie

HMH is seeking an IT Client Services Specialist to build and support ITSM process workflows in our Incident Management system (Freshservice) and to provide IT support for end users at our Aberdeen site in Scotland, UK. Additionally, provide remote support to 2,100 employees across 30 locations in 16 countries, addressing various software, hardware, and networking issues. The technician … will work alongside the ITSM Administrator to create/manage automated workflows, manage customer expectations, write knowledge base articles for internal and customer use, serve as a communication channel between customers and the IT organization, and aim for first-contact resolution. The candidate should be experienced with Knowledge Centered Solutions and capable of delivering within that methodology, including … the internal ITSM system hosted through Freshservice. Write API scripts to connect data sources, such as MS Intune and Entra, with Freshservice. Create and manage workflows for security group management, software requests, user onboarding/offboarding, and request fulfillment. Develop proactive workflow solutions through Problem Management analysis to automate repetitive tasks within the ITSM system. Provide KB-documented More ❯