ITSM Associate/UKHC

Job description

Job Title:

ITSM Associate/UKHC

Requisition Number:


Working Title:

ITSM Associate

Department Name:

H3997:EVPHA Information Technology

Work Location:

Lexington, KY

Grade Level:


Salary Range:


Type of Position:


Position Time Status :


Required Education:


Click here for more information about equivalencies::

Required Related Experience:

1 yr

Required License/Registration/Certification:


Physical Requirements:

This position requires regularly sitting at a computer workstation for extended periods of time and performing tasks with repetitive motions (such as typing); and some occasional job-related travel (less than 10% of time).


The shift for this position is primarily Monday through Friday, 8:00 a.m. – 5:00 p.m. As an exempt-level position, additional hours (including occasional holiday and weekend coverage for ongoing projects) may be required in order to meet job and departmental business needs.

Job Summary:

The ITSM Associate is responsible for creating and maintaining the documentation and web-based training for the new enterprise-level ITSM platform, ServiceNow.

Duties in support of this will include leading IT process improvement efforts; project management and execution; and working with internal teams to obtain an in-depth understanding of the product and documentation requirements; producing high-quality documentation that meets applicable standards and is appropriate for its intended audience, writing online help guides and creating tutorials to assist end-users with navigating the ServiceNow platform and ITSM-related processes.

The candidate in this position will also create web-based training materials as needed for ITSM platform.

Skills / Knowledge / Abilities:

The ideal candidate will have Microsoft Word and PowerPoint; WordPress; Captivate; ServiceNow; and basic HTML knowledge.

Does this position have supervisory responsibilities? :


Preferred Education/Experience:

Bachelor’s degree and at least three full years of paid, full-time employment experience in software technical writing.

Deadline to Apply:


University Community of Inclusion:

The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all backgrounds, identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus.

As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.




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Job No:
Posted: 1/7/2021
Application Due: 1/15/2021
Work Type: Full Time