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Knowledge Management Jobs in Arizona (NOW HIRING)

Galactic Minds Inc.

Service Desk Lead

Scottsdale, AZ · On-site

The role drives SLA compliance, customer experience, operational discipline, team productivity, escalation handling, knowledge management, and continuous service improvement. Key Responsibilities ...

KeyLogic Systems

Senior ServiceNOW Developer

Phoenix, AZ · On-site

$135K - $155K/yr

Lead the development and enhancement of ServiceNow capabilities across areas such as ITSM, request management, knowledge management, asset management, CMDB, and other supported modules. * Maintain ...

KeyLogic, LLC

$135K - $155K/yr

Lead the development and enhancement of ServiceNow capabilities across areas such as ITSM, request management, knowledge management, asset management, CMDB, and other supported modules. * Maintain ...

Infosys BPM

Contract Administrator

Tempe, AZ · On-site

You will also be involved in day-to-day customer interactions, knowledge management and process reengineering activities. Your responsibilities will include but are not limited to: * Assesses ...

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Knowledge Management information

See Arizona salary details

$27K

$45.1K

$64.8K

How much do knowledge management jobs pay per year?

As of Aug 21, 2026, the average yearly pay for knowledge management in Arizona is $45,100.00, according to ZipRecruiter salary data. Most workers in this role earn between $39,100.00 and $45,200.00 per year, depending on experience, location, and employer.

What is knowledge management?

A Knowledge Management (KM) job involves organizing, sharing, and optimizing an organization's knowledge and information assets. Professionals in this role develop strategies, systems, and processes to facilitate knowledge capture, storage, and retrieval for improved decision-making and efficiency. They often work with tools like document management systems, intranets, and collaboration platforms to ensure knowledge is accessible and usable. This role is crucial for fostering innovation, reducing redundancy, and enhancing overall organizational learning.

What are the typical daily responsibilities of a knowledge management professional?

A Knowledge Management professional is responsible for gathering, organizing, and maintaining company knowledge assets to ensure information is accessible and useful across teams. On a typical day, you might update internal documentation, lead knowledge-sharing sessions, analyze content usage to identify gaps, and collaborate with subject matter experts to capture tacit knowledge. You’ll also work closely with IT, HR, and other departments to optimize knowledge management systems and best practices. This role offers a dynamic mix of technical, analytical, and interpersonal tasks, which makes it integral to fostering a culture of continuous learning within the organization.

What are the key skills and qualifications needed to thrive in the knowledge management position, and why are they important?

To thrive in Knowledge Management, you need expertise in information organization, data analysis, and knowledge-sharing practices, often supported by a degree in information science or a related field. Familiarity with knowledge management systems (KMS), content management tools, and certifications such as Certified Knowledge Manager (CKM) are highly valued. Strong communication, collaboration, and problem-solving skills set standout professionals apart in this role. These abilities are crucial for effectively capturing, organizing, and disseminating organizational knowledge to drive innovation and efficiency.

How to become a knowledge management professional?

To become a knowledge management professional, individuals typically need a bachelor's degree in information science, business, or a related field, along with experience in data management, information systems, or organizational processes. Developing skills in knowledge sharing tools, content management systems, and communication is essential, and certifications such as Certified Knowledge Manager (CKM) can enhance credibility. Gaining practical experience through internships or project work in organizational knowledge environments is also valuable.

What are knowledge management jobs?

Knowledge management jobs involve organizing, storing, and sharing an organization's information and expertise to improve efficiency and decision-making. These roles often require skills in information systems, data analysis, and communication, and may involve managing knowledge bases, implementing content management systems, or developing strategies for knowledge sharing.

What do knowledge management professionals do?

Knowledge management professionals organize, analyze, and maintain an organization's information and knowledge assets to improve efficiency and decision-making. They develop systems, implement tools like databases or content management software, and often require skills in information technology, communication, and data analysis. Their work supports knowledge sharing and organizational learning across teams.

What skills do you need for knowledge management?

Knowledge management professionals need strong communication, organizational, and analytical skills to effectively capture, organize, and share information. Proficiency with knowledge management tools, databases, and content management systems is also important, along with a good understanding of business processes and change management principles.

What are the most commonly searched types of Knowledge Management jobs in Arizona?

The most popular types of Knowledge Management jobs in Arizona are:

What are popular job titles related to Knowledge Management jobs in Arizona?

For Knowledge Management jobs in Arizona, the most frequently searched job titles are:

What job categories do people searching Knowledge Management jobs in Arizona look for?

The top searched job categories for Knowledge Management jobs in Arizona are:

What cities in Arizona are hiring for Knowledge Management jobs?

Cities in Arizona with the most Knowledge Management job openings:

Knowledge Management jobs near you
Infographic showing various Knowledge Management job openings in Arizona as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 12% Part Time, 2% Temporary, and 2% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution, with an average salary of $45,100 per year, or $21.7 per hour.

Service Desk Lead

Galactic Minds Inc.

Scottsdale, AZ • On-site

Other

Posted 4 days ago

Job description

Role Summary

The Service Desk Lead is responsible for managing day-to-day service desk operations and ensuring consistent delivery of high-quality end-user support across phone, chat, email, self-service, and walk-in channels. The role drives SLA compliance, customer experience, operational discipline, team productivity, escalation handling, knowledge management, and continuous service improvement.

Key Responsibilities

Service Desk Operations

  • Manage daily Service Desk operations across voice, chat, and self-service support channels, supporting 24/7 operations.
  • Ensure incidents and service requests are logged, categorized, prioritized, assigned, and resolved within agreed SLA targets.
  • Monitor ticket queues, workload distribution, aging tickets, breached tickets, and backlog trends.
  • Drive first-call resolution, reduce repeat contacts, and improve overall user experience.
  • Ensure adherence to ITIL processes, standard operating procedures, and client-specific support guidelines.

Team Leadership

  • Lead, mentor, and coach Service Desk analysts and engineers to improve technical capability and service behavior.
  • Conduct daily huddles, one-on-one discussions, quality feedback sessions, and performance reviews.
  • Manage shift schedules, leave planning, roster coverage, and resource allocation.
  • Support recruitment, onboarding, knowledge transfer, and readiness tracking for new team members.
  • Build a culture of accountability, urgency, collaboration, and customer-first service delivery.

Incident and Major Incident Management

  • Act as the first point of operational escalation for high-priority or aged tickets.
  • Coordinate with resolver groups during priority incidents and support bridge call operations as required.
  • Ensure timely stakeholder communication as needed during major incidents, service interruptions, and escalations.
  • Participate in incident reviews, RCA discussions, and action tracking for recurring issues.

Reporting and Governance

  • Prepare daily, weekly, and monthly operational reports covering SLA, volume, aging, backlog, quality, and CSAT trends.
  • Participate in service reviews, governance meetings, and operational performance discussions.
  • Highlight risks, dependencies, staffing constraints, process gaps, and service improvement actions.
  • Track operational actions to closure and provide timely status updates to leadership and stakeholders.

Knowledge and Continuous Improvement

  • Ensure knowledge articles, SOPs, runbooks, and troubleshooting guides are created, reviewed, and kept current.
  • Drive shift-left opportunities by improving knowledge usage, self-service adoption, and automation readiness.
  • Identify process optimization opportunities to improve productivity, reduce AHT, and enhance resolution quality.
  • Support implementation of virtual agents, chatbots, AI assist, and automation initiatives where applicable.
  • Work with cross-functional teams for project coordination.

Required Skills and Experience

Category

Requirements

Technical Skills

Strong knowledge of Windows OS, Microsoft 365, Active Directory, VPN, Citrix/VDI, Exchange Online, Teams, endpoint support, and basic network troubleshooting.

ITSM Tools

Hands-on experience with ServiceNow Ticketing Tool.

Process Knowledge

Working knowledge of Incident, Request, Problem, Change, Escalation, and Knowledge Management processes.

Leadership Skills

Team management, coaching, escalation handling, decision-making under pressure, stakeholder communication, and service ownership.

Experience

6–10 years of IT support experience, including 3–4 years in a Service Desk Lead role supporting enterprise users.

Preferred Certifications

  • ITIL Foundation / ITIL 4
  • Microsoft 365 Fundamentals (MS-900)

Leadership Expectations

The Service Desk Lead is expected to demonstrate ownership, urgency, empathy, and operational rigor. The role should proactively identify service risks, coach the team toward better outcomes, improve service maturity, and ensure service delivery remains aligned with client expectations and business priorities.

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