ITKM Analyst - FULLY REMOTE

at Apex Systems in CHICAGO, Illinois, United States

Job Description

Job#: 2089413

Job Description:

Apex Systems is hiring for an entry level IT Knowledge Management Analyst for a major Healthcare company.

4 month contract to hire.

FULLY REMOTE anywhere in the United States.

You must be authorized to work in the United States without sponsorship.

About the role:

· The purpose of the Knowledge Management (KM) team is to ensure that accurate, relevant, and easy-to-access information is available across the organization, especially for Service Desk agents and other support teams. They manage the lifecycle of knowledge articles, improve documentation workflows, and collaborate across departments to maintain a high-quality knowledge base that enhances operational efficiency and user experience.

· Small team with various areas of focus, mostly independent work, and some collaboration with other support teams as needed. Projects will focus on product and service releases that impact on our technicians or customers.

· Knowledge management team usually maintains 2 staff, this is a backfill opportunity to hire for the right candidate.

Education/Experience:

Bachelors degree

1-2 years experience

Health care experience is a plus!

1+ years categorizing and interpreting content, preferably in the Service Desk or End User Support industry required.

1+ years ITIL/ITSM and ServiceNow knowledge management preferred.

Technical Skills:

· ServiceNow Knowledge Base Management

Article creation, editing, tagging, formatting, lifecycle management.

· Technical Writing & Documentation

Clear, concise writing tailored to different audiences (agents, admins, business users).

· Cross-Functional Collaboration

Gathering requirements from SMEs and translating them into usable documentation.

Soft Skills:

· Clear Communicator – Strong writing skills and ability to simplify complex info.

· Collaborative – Works well across teams and handles ambiguity in ownership.

· Detail-Oriented – Ensures accuracy in articles, tagging, and formatting.

· Problem Solver – Identifies inefficiencies and proposes practical solutions.

· Tech-Savvy – Comfortable with tools like ServiceNow, SharePoint, and feedback systems.

· Self-Starter – Takes initiative in launching KBs and improving workflows.

· User-Focused – Designs content with end-user needs in mind.

· Adaptable – Handles shifting priorities and learns new tools quickly.

Day to Day:

• Maintain and update knowledge articles in ServiceNow, ensuring accuracy, relevance, and usability.
• Create new content based on evolving processes, tools, and stakeholder input.
• Retire or consolidate outdated articles to keep the knowledge base clean and efficient.
• Monitor and respond to feedback from users, improving article quality and engagement.
• Collaborate with cross-functional teams (e.g., IT, HR, Procurement) to gather information and clarify ownership.
• Train users and teams on how to access and contribute to the knowledge base.

What are the performance expectations/metrics?

· Article Update Frequency: Number of articles reviewed/updated per month.

· Retirement Rate: Number of outdated articles successfully retired.

· Consolidation Efficiency: Number of redundant articles merged or streamlined.

· Collaboration Touchpoints: Number of successful cross-team initiatives or syncs.

What makes this role unique?

1. High Impact and Visibility

• The role directly influences the quality and accessibility of knowledge used by Service Desk agents and other teams.
• Candidates will see the real-world impact of their work in improved support efficiency, reduced errors, and better user experiences.

2. Cross-Functional Collaboration

• The team works with a wide range of departments: IT, HR, Procurement, ADA, ESOC, IAM, Intune, and more.
• This provides exposure to diverse business functions, tools, and stakeholders—ideal for someone who enjoys variety and relationship-building.

3. Opportunities for Innovation

• The team is actively solving real challenges like:
  • Improving feedback systems
  • Automating article lifecycle processes
  • Enhancing searchability and tagging
• Candidates can bring creative solutions and see them implemented quickly.

4. Professional Growth & Learning

• Team members are encouraged to pursue certifications (e.g., ServiceNow CSA), attend virtual conferences, and explore hands-on labs.
• There’s a strong culture of continuous learning, with access to training resources and support for career development.

5. Supportive and Collaborative Culture

• The team values peer-to-peer learning, regular syncs, and open communication.
• There’s a clear emphasis on mentorship, knowledge sharing, and helping each other succeed.

6. Ownership and Autonomy

• Team members are trusted to lead initiatives, such as launching new KBs, improving workflows, or managing article cleanups.
• There’s room to take initiative and shape how knowledge is managed across the organization.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.