Senior Knowledge Management Analyst

Devon Smith

Professional Summary

ITIL-certified knowledge management professional with 3+ years of experience improving service delivery and support operations. Brings a strong track record in SOP creation, knowledge lifecycle management, and reporting using ServiceNow, Tableau, and Power BI. Aims to boost team efficiency and user self-service by driving smarter, data-backed content strategies.

Work Experience

Senior Knowledge Management Analyst at Confidential

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Created and maintained 1,500+ knowledge articles in ServiceNow, improving ticket deflection rate by 40% and First Contact Resolution (FCR) by 25%. Managed Knowledge Error Database (KEDB) and centralized content libraries to ensure fast, accurate access for support teams and end users. Designed reporting dashboards using Tableau and Power BI to monitor usage trends, content gaps, and deflection metrics. Led onboarding and training sessions for new hires, reducing ramp-up time by 20% through structured documentation and support materials. Applied SEO best practices and AQI reviews to optimize article quality and boost findability. Led CSI (Continual Service Improvement) initiatives, streamlining documentation workflows to enhance service delivery. Collaborated with service leads to align content efforts with business objectives and improve performance visibility.

Education

Bachelor of Business Administration in Business Analytics

IIT Delhi

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Skills

Technical Skills

  • Knowledge Base Management
  • KCS & SOP Documentation
  • Article Quality Index (AQI)
  • KPI Reporting & Visualization
  • SEO Optimization for Articles
  • Content Lifecycle Management
  • Onboarding & Training Support
  • Agile Collaboration

Soft Skills

  • Cross-functional collaboration
  • Stakeholder communication
  • Process improvement

Certifications

Google IT Support Professional Certificate

ITIL v4 Foundation

Cisco Cybersecurity Operations Fundamentals

Capgemini Ocean Certified Network Practitioner

Score
82/100
Skills
85/100
Projects
0/100
Certifications
75/100
Header
85/100
Profile
80/100
Work Experience
88/100
Education
70/100
Add a professional summary or objective in the header for better initial impression and keyword optimization.
Format work experience with bullet points to improve readability and ATS parsing.
Include issuing authorities and award dates for certifications to enhance credibility.
Expand education section with consistent date formatting and additional relevant details.
Add a projects section to showcase specific initiatives or accomplishments beyond job duties.
Strong quantifiable achievements demonstrating impact on service delivery and support metrics.
Broad and relevant technical skill set including ServiceNow, Tableau, and Power BI.
ITIL certification and multiple professional certifications supporting domain expertise.
Multilingual proficiency (English, Hindi, Bengali) providing communication advantages in diverse environments.

Skills

85%
Comprehensive list of hard skills, soft skills, and tools relevant to knowledge management and IT service delivery, supporting ATS keyword matching.
Organizing skills into categories is helpful; consider adding proficiency levels or years of experience to provide more context.

Projects

0%
Section missing

Certifications

75%
Certifications listed are relevant and bolster professional credibility, especially ITIL v4 Foundation and Google IT Support.
Add issuing authorities and dates awarded to increase trustworthiness and ATS parsing accuracy.
Consider highlighting certifications related to cybersecurity and network operations more prominently.

Header

85%
Header includes key contact information and a professional headline which helps ATS and recruiters quickly identify the candidate's role.
Add a professional summary or objective at the top to highlight career goals and key qualifications for stronger initial impact.

Profile

80%
The summary is concise and clearly outlines relevant experience and skills, which aids ATS keyword matching and recruiter interest.
Consider adding measurable achievements or specific career objectives to strengthen the narrative and make it more compelling.
Including a few profile highlights or strengths could improve scannability for both ATS and human readers.

Work Experience

88%
Strong use of quantifiable metrics (e.g., 40% ticket deflection, 25% FCR improvement) which greatly enhances recruiter appeal and ATS keyword richness.
Detailed descriptions of responsibilities and tools used demonstrate domain expertise and technical skills relevant to the role.
Consider breaking down long paragraphs into bullet points for improved readability by both ATS and humans.

Education

70%
Education section includes degree, institution, and relevant internship experience, which is beneficial for ATS and recruiters.
Add exact dates in a consistent format (e.g., MM/YYYY) and consider including GPA or honors if strong.
Expand on coursework or projects to better showcase analytical skills related to business analytics.