CX Enablement Analyst
On-site · Auckland, Auckland, New Zealand
Job Summary
CX Enablement Analyst responsible for shaping and sustaining ServiceNow Service Catalogue and Knowledge Management capabilities. Focus on designing, creating, and maintaining catalogue items and knowledge articles, ensuring data quality, governance, and alignment with ITIL standards to improve service operations, first contact resolution, and overall user experience. Collaborates with Service Desk, resolver groups, and platform teams to translate operational needs into ServiceNow outcomes, embed Knowledge Centred Support practices, and drive continuous improvement through data-driven insights and SIPs.
Required Qualifications
- Proven experience working with ServiceNow Service Catalogue and/or Knowledge Management
- Solid understanding of IT Service Management principles and ITIL practices
- Experience supporting service operations environments, ideally within a managed services context
- Strong attention to detail with a focus on data quality and process consistency
- Ability to work across multiple teams and coordinate activities
- Strong communication skills, both written and verbal
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