Suncoast Credit Union
Overview
Compensation:
$25.00 - $33.00based on experience and credentials
Location Type:
Hybrid
Position Type:
Full Time
Under the direction of the Manager of IT Services, the IT Knowledge & Process Analyst is responsible for managing and maintaining the credit union's internal IT knowledge ecosystem. This includes ServiceNow knowledge articles, chatbot content, internal operating procedures, user documentation, and training resources across IT Client Services. This position works closely with Service Desk staff, Systems Technicians, and department supervisors to create, improve, and align all knowledge-based documentation with organizational standards and IT service management goals. This role helps ensure team members have clear, updated instructions to resolve issues efficiently and that self-service tools provide value to end users. An ideal incumbent is a self-starter with a passion for clarity, usability, and process improvement.
Responsibilities • Own the lifecycle of all ServiceNow knowledge articles: creation, review, retirement, formatting, and tagging • Collaborate with Service Desk and Techs to document accurate internal SOPs and troubleshooting guides • Design and maintain chatbot intent logic, response content, and conversational flows in alignment with IT Services goals; analyze usage data to identify gaps, improve automation, and increase resolution rates • Design diagrams and process visuals for SOPs and internal documentation using tools such as Visio or Lucidchart • Produce short walkthrough videos or guides for onboarding and recurring processes using Camtasia or similar tools • Coordinate regular KB reviews and updates; maintain editorial calendar and article performance tracking • Ensure high-traffic KBs are reviewed every 6 months and all others annually • Create and maintain the IT Client Services Operating Procedures Handbook • Partner with IT leadership and SMEs to align documentation with service delivery goals and compliance needs • Develop and maintain user-facing self-help content for the internal IT website, including FAQs, onboarding guides, and portal instructions • Analyze ticket trends, documentation usage, and user feedback to identify gaps and propose process or content improvements • Ensure content meets internal standards for accuracy, consistency, readability, and accessibility • Maintain and update SharePoint libraries, team OneDrives, and documentation templates • Participate in IT team meetings, training, and change reviews to capture and document new processes • Support content SMEs with timely review responsibilities to ensure shared ownership of documentation • Collect and organize relevant processes and documentation for internal and external audits related to Service Desk, Systems Technicians, or other IT Services operations • Maintain a documentation matrix and version history to support process transparency and accountability • Promote adoption of self-service tools through clear, accessible documentation and content updates • Provide backup support for Systems Technicians or Service Desk teams when operational demands require additional hands-on assistance • Participate in User Acceptance Testing for new tools or deployments to document accurate workflows • Collaborate with IT Technicians on automated deployment documentation, such as Intune, Tanium, or MECM • Attend educational events to increase professional knowledge • Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs
Qualifications • Bachelor's degree in communications, information systems, IT, or related field preferred (A comparable combination of work experience and training may be substituted for education requirements.) • Minimum of 3 years of experience in an IT support, knowledge management, service desk, or documentation role • Familiarity with ServiceNow, SharePoint, or similar enterprise knowledge systems • Experience with Microsoft 365, Visio, Lucidchart, and video production tools like Camtasia or Snagit • Strong technical writing and editing skills; ability to translate complex IT processes into user-friendly documentation • Ability to manage multiple content streams • Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines • Accurate, detail-oriented, and organized with task management • Ability to independently resolve problems or situations with varying complexities • Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators • Ability to explain practices, procedures, and policies to reach agreement with others • Proficient knowledge and understanding of credit union products, services, policies, and procedures • Proficient knowledge and understanding of regulatory compliance • Proficient knowledge and understanding of credit union computer systems and software applications required to perform job duties
Benefits Financial Well-Being:
Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts Wellness:
Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage Work-Life Balance:
11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO Community Involvement:
Paid Volunteer Hours Growth:
Degree Assistance up to $5,000 per year
For more information, including additional benefits, please visit our benefits website at
https://careers.suncoastcreditunion.com/benefits
Company Overview
Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at
https://careers.suncoastcreditunion.com/
Compensation:
$25.00 - $33.00based on experience and credentials
Location Type:
Hybrid
Position Type:
Full Time
Under the direction of the Manager of IT Services, the IT Knowledge & Process Analyst is responsible for managing and maintaining the credit union's internal IT knowledge ecosystem. This includes ServiceNow knowledge articles, chatbot content, internal operating procedures, user documentation, and training resources across IT Client Services. This position works closely with Service Desk staff, Systems Technicians, and department supervisors to create, improve, and align all knowledge-based documentation with organizational standards and IT service management goals. This role helps ensure team members have clear, updated instructions to resolve issues efficiently and that self-service tools provide value to end users. An ideal incumbent is a self-starter with a passion for clarity, usability, and process improvement.
Responsibilities • Own the lifecycle of all ServiceNow knowledge articles: creation, review, retirement, formatting, and tagging • Collaborate with Service Desk and Techs to document accurate internal SOPs and troubleshooting guides • Design and maintain chatbot intent logic, response content, and conversational flows in alignment with IT Services goals; analyze usage data to identify gaps, improve automation, and increase resolution rates • Design diagrams and process visuals for SOPs and internal documentation using tools such as Visio or Lucidchart • Produce short walkthrough videos or guides for onboarding and recurring processes using Camtasia or similar tools • Coordinate regular KB reviews and updates; maintain editorial calendar and article performance tracking • Ensure high-traffic KBs are reviewed every 6 months and all others annually • Create and maintain the IT Client Services Operating Procedures Handbook • Partner with IT leadership and SMEs to align documentation with service delivery goals and compliance needs • Develop and maintain user-facing self-help content for the internal IT website, including FAQs, onboarding guides, and portal instructions • Analyze ticket trends, documentation usage, and user feedback to identify gaps and propose process or content improvements • Ensure content meets internal standards for accuracy, consistency, readability, and accessibility • Maintain and update SharePoint libraries, team OneDrives, and documentation templates • Participate in IT team meetings, training, and change reviews to capture and document new processes • Support content SMEs with timely review responsibilities to ensure shared ownership of documentation • Collect and organize relevant processes and documentation for internal and external audits related to Service Desk, Systems Technicians, or other IT Services operations • Maintain a documentation matrix and version history to support process transparency and accountability • Promote adoption of self-service tools through clear, accessible documentation and content updates • Provide backup support for Systems Technicians or Service Desk teams when operational demands require additional hands-on assistance • Participate in User Acceptance Testing for new tools or deployments to document accurate workflows • Collaborate with IT Technicians on automated deployment documentation, such as Intune, Tanium, or MECM • Attend educational events to increase professional knowledge • Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs
Qualifications • Bachelor's degree in communications, information systems, IT, or related field preferred (A comparable combination of work experience and training may be substituted for education requirements.) • Minimum of 3 years of experience in an IT support, knowledge management, service desk, or documentation role • Familiarity with ServiceNow, SharePoint, or similar enterprise knowledge systems • Experience with Microsoft 365, Visio, Lucidchart, and video production tools like Camtasia or Snagit • Strong technical writing and editing skills; ability to translate complex IT processes into user-friendly documentation • Ability to manage multiple content streams • Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines • Accurate, detail-oriented, and organized with task management • Ability to independently resolve problems or situations with varying complexities • Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators • Ability to explain practices, procedures, and policies to reach agreement with others • Proficient knowledge and understanding of credit union products, services, policies, and procedures • Proficient knowledge and understanding of regulatory compliance • Proficient knowledge and understanding of credit union computer systems and software applications required to perform job duties
Benefits Financial Well-Being:
Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts Wellness:
Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage Work-Life Balance:
11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO Community Involvement:
Paid Volunteer Hours Growth:
Degree Assistance up to $5,000 per year
For more information, including additional benefits, please visit our benefits website at
https://careers.suncoastcreditunion.com/benefits
Company Overview
Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at
https://careers.suncoastcreditunion.com/