Service Desk Knowledge Architect
As a Service Desk Knowledge Architect, you will be responsible for leading the IT knowledge management strategy while serving as the technical lead for the service desk team. Oversee the creation, maintenance, governance and continual improvement of knowledge articles, support documentation, standard operating procedures, and self-service resources to improve first-call resolution and overall customer experience. You will provide technical leadership and day-to-day guidance to service desk analysts, acting as an escalation point for complex incidents, training and mentoring staff, and driving operational consistency across IT support processes aligned with ITIL best practices.
Location: Parsippany, NJ (Remote)
Salary: $94,700 - $105,000
Please note that the salary range information provided is a general guideline only, reflecting a position based in New Jersey. Criteria such as the candidate's qualifications and relevant experience, the scope of the specific position, as well as market and business considerations will be evaluated when extending an offer.
We Take Care of Our People
Paid Time Off I 401K with Employer Match and Profit Sharing I Health and Wellness Benefits I Learning and Development Opportunities I Referral Program I Competitive Pay I Recognition I Employee Stock Purchase Plan I Inclusive & Supportive Culture
Your Challenge:
Serve as technical team lead for the service desk by providing advanced troubleshooting support, acting as an escalation point for complex incidents and mentoring analysts on processes, tools and best practices.
Lead and manage the organization's knowledge management program, including the creation, review, approval, maintenance, and continuous improvement of knowledge articles and self-service documentation.
Develop and deliver onboarding and ongoing training programs for new and existing service desk analysts, ensuring proficiency in ServiceNow, ticket management, customer service standards, and IT support procedures.
Work with the Service Desk Operations Manager to monitor and analyze service desk and knowledge management performance metrics, identifying trends and implementing process improvements to increase first-call resolution, reduce ticket volume, and improve end user satisfaction.
Keeping knowledge articles, procedures, and troubleshooting documentation updated as systems, applications
and business processes constantly change
Your Expertise:
Bachelor's degree in Computer Science, Information Technology or a related discipline
4+ years of experience in a similar role
Experienced with managing operational priorities, mentoring staff, handling escalations, and performing administrative
tasks simultaneously
Who We Are
Our Values
Environmental, Social and Governance
In 1929, Curtiss-Wright Corporation (NYSE: CW) was formed by the merger of companies founded by Glenn Curtiss, the father of naval aviation, and the Wright brothers, renowned for history's first flight.
We have continued on the path of innovation and advanced engineering, and have applied that expertise to a number of critical applications in high-performance markets. Our success has resulted in a world-renowned reputation for performance, long-standing customer relationships and significant growth and profitability in the markets in which we compete.
Today, we are a global, integrated provider of highly engineered, technologically advanced products and services. Our revenues are generated by providing our critical solutions through three segments: Aerospace & Industrial, Defense Electronics and Naval & Power, which support several of the largest, most vital industries in the world.
To learn more, please visit us at Curtiss-Wright Corporation - Home (curtisswright.com)
No unsolicited agency submittals please. Agency partners must be invited to participate in a search by our Talent Acquisition Team and have signed terms in place prior to any submittal. Resumes submitted directly to any Curtiss-Wright employee or affiliate will not qualify for fee payment, and therefore become the property of Curtiss-Wright.
Compliance Statement
This position may require exposure to export-controlled information and subject to additional security screening. In the event information provided during the security screening reveals ineligibility to access export-controlled information, any offer of employment may be reconsidered or withdrawn.
Curtiss-Wright is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, sexual orientation, gender identity, physical or mental disability, age, ancestry, legally protected medical condition, family care status, marital status, religion, veteran status, national origin, or any other legally protected status. If you require accommodation during the recruitment process, please contact Talent Acquisition.
For US Applicants: EEO is The Law - click here for more information.
If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.
In 2014, we transitioned to a new segment structure under the "One Curtiss-Wright" vision, realigning our business to an integrated, market-facing global diversified industrial company. The result is a more strategically aligned Curtiss-Wright that is now comprised of Commercial/Industrial, Defense and Power segments. We continually focus on maintaining solid relationships with our customers, building on our competitive positions and creating market leadership through our technology investment. In this new structure, we will better utilize our scale while also providing for enhanced customer interaction. These strategies will continue to support our growth and generate margin expansion opportunities.