Analyst - IT Service Management

Job Description

Analyst – IT Service Management (Knowledge Management) 

The Big Picture

Sysco LABS is the Global In-House Center of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco ranks 56th in the Fortune 500 list and is the global leader in the trillion-dollar foodservice industry.   

Sysco employs over 75,000 associates, has 337 smart distribution facilities worldwide and over 14,000 IoT-enabled trucks serving 730,000 customer locations. For fiscal year 2025 that ended June 29, 2025, the company generated sales of more than $81.4 billion.   

Sysco LABS Sri Lanka delivers the technology that powers Sysco’s end-to-end operations. Sysco LABS’ enterprise technology is present in the end-to-end foodservice journey, enabling the sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, the delivery of food and supplies to Sysco’s global network and the in-restaurant dining experience of the end-customer. 

The Opportunity

The Knowledge Analyst is responsible for managing and optimizing the knowledge management articles within the ServiceNow platform. This role ensures that knowledge articles are accurate, accessible, and aligned with organizational standards to support efficient incident resolution, self-service availability, and service delivery. This includes identification of areas that are without knowledge and working cross functionally to fill knowledge gaps. This role will use standard operating procedures to ensure knowledge management pipelines are robust and will work across all technical teams to increase knowledge management practice adoption. The ideal candidate will have a strong understanding of IT Service Management (ITSM), experience with ServiceNow, and a passion for continuous improvement in knowledge sharing practices. 

Responsibilities:

• Reviewing, publishing, and retiring knowledge articles in ServiceNow 
• Ensuring content is accurate, relevant, and adheres to style and compliance guidelines 
• Overseeing the creation, maintenance, and optimization of knowledge repositories 
• Monitoring user feedback, article comments, article quality, and accuracy to ensure accuracy and usefulness 
• Enforcing knowledge management policies, standards, and best practices; Monitoring usage metrics and identifying areas for improvement 
• Collaborating with subject matter experts to capture, curate, and document critical institutional knowledge, including policies, procedures, and best practices 
• Monitoring and reporting on the effectiveness of KM initiatives using data analytics and key performance indicators (KPIs) like knowledge reuse rate and user engagement 
• Generating and analyzing reports on knowledge usage, effectiveness, and gaps; Presenting findings to leadership and recommending improvements 
• Creating visual concepts and designs for a wide range of marketing materials, including but not limited to email campaigns, presentations, flyers, and advertisements 
• Using search engine optimization (SEO) best practices, such as keyword research, to maximize the visibility and reach of content 
• Tracking content performance metrics like traffic, engagement rates, and conversions to refine content strategies 
• Facilitating workshops, creating communities of practice, and promoting internal networks to encourage the flow of information across teams and departments 
• Designing and delivering training sessions to educate employees on knowledge management tools and best practices to maximize user adoption 
• Conducting regular knowledge audits and soliciting user feedback to identify gaps and update information, ensuring content is relevant and accurate 
• Influencing and providing thought leadership to stakeholders; build consensus among competing stakeholders 
• Performing additional duties as assigned by supervisor 

Requirements:

• A Bachelor's Degree in computer science, information technology or equivalent 
• 2+ years of experience in IT service management, preferably with focus on service Knowledge Management, Content Management, and KCS methodology 
• Excellent written and verbal communication skills 
• Excellent proficiency in Office 365 applications 
• Experience with other relevant design software, such as Figma or Canva, is a plus 
• The ability to articulate technical solutions for both technical and non-technical audiences 
• Must be highly motivated, self-directed and a responsible contributor 
• Should be able to quickly learn new frameworks or technologies and apply them in real-world environments 
• Technical knowledge and experience working with SAAS platforms, Scripting, etc. 
• The ability to foster an inclusive workplace where diversity and individual differences are valued 
• Should possess a strong background working with diverse groups of people to deliver complete solutions 
• Must have the ability to work as part of a global team, providing follow the sun model engagement on weekdays 

Benefits:

• Us Dollar-Linked Compensation

• Performance-Based Annual Bonus

• Performance rewards and recognition  
• Agile Benefits - special allowances for Health, Wellness & Academic purposes  

• Paid Birthday Leave

• Team Engagement Allowance

• Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws  
• Overseas travel opportunities and exposure to client environments  

• Hybrid Work Arrangement

Sysco LABS is an Equal Opportunity Employer