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Apply now Job ID 19000899 Date posted Jun. 07, 2019 Austin, Texas; Trevose, Pennsylvania; Minneapolis, Minnesota Customer Support
Job Title: Senior Business Analyst (Knowledge Management)
Location(s): Austin, TX; Bensalem, PA or Minneapolis, MN
Company Overview

Epicor is one of the world’s leading software companies, with more than 20,000 customers in over 150 countries using our products to effectively and efficiently automate and streamline their essential business functions. With industry specific solutions for the manufacturing, distribution, retail and service industries, Epicor products allow our customers to focus on core, revenue generating activities. Epicor is privately owned by KKR & Co. and produces approximately $900M in annual revenue with around 4,000 employees.

Role Summary/Purpose:

We are looking for a Knowledge Management Engineer with at least 5 years of experience in this role to work as a member of the Epicor Support Services Command Center. The right candidate must have experience creating and maintaining the knowledge (help files, knowledge bases, training materials, documentation, portal content) used by Epicor’s Support delivery teams. You will be a key contributor to the following programs:

  • ITIL Incident Resolution Optimization
  • Improve Customer Satisfaction (CSAT)
  • Improve Mean time to Resolve (MTTR)
  • Incident Defect Identification & Reduction

Essential Responsibilities:

  • Build knowledge content, coordinate knowledge changes and implement the changes for all support teams and supported products (process and technical knowledge)
  • Translate appropriate knowledge into self-help content and publish on the service support portal
  • Identify gaps in knowledge; Work with process owners and support groups to bridge the gaps
  • Review historical data to identify areas where improved knowledge would improve service delivery
  • Engage in all product release cycles ensuring support knowledge is in place prior to GA
  • Organize appropriate product workshops to do periodic knowledge reviews and assure that any resulting changes are implemented
  • Review knowledge usage analytics to verify the content is still accurate and relevant
  • Maintain the training curriculum and build new modules when required or coordinate such to be built by the Epicor University
  • Report on the effectiveness of the Knowledge Management service to Epicor Support management and Development management
  • Manage requests for change to existing knowledge
  • Follow change management processes and implement changes within defined Service Targets
  • Engage with process owners and support groups to identify required changes to knowledge
  • Create and/or update technical, procedural or training documentation
  • Review ticket history to identify opportunities for service improvement
  • Review knowledge base usage and search criteria
  • Meet with Epicor Service Desk Management to explain customer issues and suggest improvements


  • Excellent oral and written communication skills
  • Strong analytical and problem solving skills
  • Experience working in a Service Desk environment, preferably at a Software company
  • At least 2 year proven track record as successful support services lead or project manager
  • Knowledge of ITIL processes is highly beneficial and candidate will be required to complete the ITIL Foundations, if not yet done
  • Experience in the Knowledge Management field or related areas (e.g. Research)
  • Excellent MS Office Skills, including MS Visio and MS Project
  • Knowledge of call logging tools, such as Service Now or BMC Remedy is required
  • Bachelor’s degree or equivalent experience


Epicor Software Corporation is proud to be an equal opportunity/affirmative action employer.

Requisition Number: 19000899

Primary location: Austin Texas United States
Other location(s): US-Pennsylvania-Trevose;US-Minnesota-Minneapolis
Senior Business Analyst (Knowledge Management)

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