Service Desk Knowledge Architect

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 Experience with training new hires with different levels of IT 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) *Please note, benefits are country specific and may vary from location to location. 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. Join the WRIGHT Team! Over 95 years of growth, Curtiss-Wright is an integrated, market-facing global diversified industrial company and remains a technology leader through this legacy of innovation. Through three well-balanced segments – Aerospace & Industrial, Defense Electronics and Naval & Power, we remain focused on advanced technologies for high performance platforms and critical applications. Diversity, commitment to excellence and dedication to the spirit of pioneering innovation continue to drive the employees of Curtiss-Wright. Our Values What makes a world-class organization? It all begins with core values that provide a strong foundation for success. Simple in theory, the values of Curtiss-Wright are reflected in every aspect of our operations. To our employees, these are more than words on a wall – we all take these values to heart in our relationships with our customers and each other. Leadership We lead based on vision and strategic direction, empowering employees to reach goals through thoughtful and decisive action. Customer Focus We are committed to achieving total quality by meeting our customers’ expectations and delivering products and services in a timely fashion. Teamwork & Trust Working in a spirit of trust and collaboration, we actively encourage employees to contribute their ideas and innovations to keep our company moving forward. Respect for People We believe that people are our most valuable asset and will always do the right thing in our dealings and interactions with all employees. Integrity We will act with the highest integrity in all of our business relationships and strategic partnerships. What We Offer Our Employees: Opportunity: As part of the Curtiss-Wright team, you have the opportunity each day to transform the way customers do business, as well as transform your career. Our entrepreneurial environment provides you with excellent experiences that enable you to develop your skills through stretch assignments and the opportunity to work with the best talent in the industry. You will have the opportunity to contribute from day one! Challenging Work: The work we do here is not only challenging, but it is meaningful to our customers, our employees and the communities in which they live and work. You are given the chance to work on some of the most advanced technology projects in the world. Now that something to be proud of! Collaborative Environment: The teamwork among our exceptionally talented people enables us to deliver some of the most advanced solutions to our customers.