Network Operations Center (NOC) Knowledge Management Specialist

Network Operations Center (NOC) Knowledge Management Specialist

The Pima County Information Technology Department is seeking a motivated and highly organized individual for the role of Network Operations Center (NOC) Knowledge Management Specialist. The ideal candidate is self-driven, detail-oriented, disciplined, and perceptive. This position requires a diverse skill set across multiple disciplines where key responsibilities include creating clear and engaging documentation to explain new or updated technologies to end users, collecting and analyzing data to support decision-making, and identifying opportunities to improve IT Service Desk processes and performance. The role also involves writing and maintaining knowledge base articles, analyzing customer support interactions in a help desk environment, and collaborating closely with a team of analysts on IT projects.

The successful candidate will demonstrate a strong mix of technical, communication, analytical, and interpersonal skills as well as be process-oriented, proactive, and capable of identifying and addressing needs independently. We're looking for a go-getter with an agile mindset who consistently delivers results across a broad range of technical disciplines. When applying, please review the full job description and address each item listed under the preferred qualifications section in your application.

This is an in-office position located in Tucson, AZ, and cannot be remote.

Essential Functions:

• Engages with Pima County department or elected official Subject Matter Experts (SMEs) to gain understanding of how the entity operates to deliver on its mission;
• Researches and documents the technical tools (hardware and software) that enable business operations for departments and/or elected officials;
• Identifies and documents areas of operational improvement that can be gained via changes in technology;
• Communicates proposed changes in technology to technical teams and/or third-party vendors for design, development and deployment via requirements definition documents, work items in a work management tool, visual representations, and oral presentations;
• Coordinates requirements definition and business case for change with department and/or elected official SMEs;
• Provides status updates to leadership in oral and written form;
• Executes project management techniques (Agile, Waterfall, etc.) to ensure efficient and effective delivery of technical solutions;
• Effectively negotiates for viable solutions to technical, process and priority conflict resolution;
• Serves as a team member to deliver technical solutions on larger projects and/or for multiple departments.

Minimum Qualifications:

High School diploma or equivalent AND two (2) years of experience in either computer hardware or software support, business analysis or data analysis. (Relevant education from an accredited college or university may be substituted.) Qualifying education and experience must be clearly documented in the "Education" and "Work Experience" sections of the application. Do not substitute a resume for your application or write "see resume" on your application.

Preferred Qualifications: (Be specific in describing your experience in your application. Ensure the descriptions provided illustrate your competencies, specifically addressing the required and preferred qualifications.):

• Experience in knowledge management or in a technical writer role.
• Experience gathering technical information translating it into clear, concise, and engaging content for various technical and non-technical audiences.
• Experience using editing tools such as HTML, Microsoft Word, and image editing tools.
• Experience editing documentation of others.
• Minimum two (2) years experience as an IT service or helpdesk agent, lead, or analyst.
• Experience in measuring adherence to quality metrics.

Selection Procedure:

Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum qualifications may be further evaluated/scored against any advertised Preferred Qualifications. The hiring authority will interview and select the successful candidate from a referral list provided by Human Resources. Additional assessments/testing may be required as part of the selection process.

Supplemental Information:

Licenses and Certificates: Valid driver license is required at time of application. Valid AZ driver license is required at time of appointment. The successful applicant will be subject to a 39-month DOT Motor Vehicle Record review to determine applicant's suitability to operate county vehicles in accordance with Pima County administrative procedures. Failure to obtain and maintain the required licenses and certifications shall be grounds for termination. Any offer of employment resulting from this recruitment is contingent upon Fleet Services' review and approval of the candidate's driving record.

Special Notice Items: The County requires pre-employment background checks. Successful candidates will receive a post-offer, pre-employment background screening to include verification of work history, education, and criminal conviction history. A prior criminal conviction will not automatically disqualify a candidate from employment with the County. Some positions may require completion of a satisfactory personal background investigation by the court or law enforcement agencies, due to the need for access to County Attorney and Court facilities, records, and communication systems.

Physical/Sensory Requirements: Repetitive wrist, hand and/or finger movement. Ability to communicate clearly (verbal, written). Must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access filing cabinets, office machinery, etc.

Working Conditions: Constantly operates a computer and other office productivity machinery such as a calculator, copy machine and computer printer.

EEO Information: Pima County Government is an Equal Employment Opportunity employer. We are committed to an inclusive and diverse workforce and will not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, age, disability, gender, sexual orientation, kinship, political interest, or any other characteristic protected by law.