Note: The job is a remote job and is open to candidates in USA. Atlas is a global strategic consulting firm focused on the life sciences industry, seeking a Content Business Analyst to support an internal Help/Service Desk for a large enterprise client. The role involves reviewing and optimizing service desk content for clarity and usability, particularly in AI-enabled environments like ServiceNow.
Responsibilities
- Work with internal knowledge owners, application owners, system owners, and support teams to collect, validate, and update information for Help/Service Desk knowledge articles
- Create, revise, and optimize "How-To” articles that help colleagues and contractors troubleshoot technical application, system, and service-related issues
- Review migrated content in ServiceNow and identify opportunities to improve clarity, structure, searchability, consistency, and usability
- Re-engineer existing knowledge content so it surfaces more effectively through ServiceNow search, AI-driven delivery, Virtual Agent, and self-service channels
- Apply content standards, style guides, taxonomy guidance, and ServiceNow AI best practices to ensure content is structured for both human readers and AI-enabled experiences
- Write content that supports successful prompting, conversational AI interactions, search engine optimization, and strong end-user resolution outcomes
- Partner with knowledge authors and content owners to ensure articles are accurate, complete, current, and aligned to service desk publishing standards
- Help coach authors and internal team members on content optimization practices for AI-enabled knowledge delivery
- Organize and maintain content updates, review cycles, stakeholder feedback, and publishing readiness across multiple applications or service areas
- Support continuous improvement by identifying recurring content gaps, user experience issues, and opportunities to improve knowledge article performance
Skills
- Strong writing, editing, proofreading, and content organization skills
- Experience creating or maintaining Help Desk, Service Desk, knowledge base, 'How-To,' troubleshooting, or end-user support content
- Ability to collaborate effectively with technical teams, business stakeholders, application owners, system owners, and knowledge authors
- Experience optimizing content for search, findability, usability, and end-user self-service outcomes
- Strong organizational skills and ability to manage multiple content updates, stakeholder inputs, and deadlines
- Strong communication skills, with the ability to ask effective questions, clarify technical information, and translate it into user-friendly content
- Intermediate Microsoft Office skills, including Word, Excel, and PowerPoint
- Understanding of writing for conversational AI, prompting, search engine optimization, knowledge management, or AI-enabled content delivery preferred
- ServiceNow experience preferred; exposure to ServiceNow Knowledge Management, Now Assist, Virtual Agent, or ServiceNow AI is a plus
- Prior content management experience is a plus
- Experience with tools such as O365, WordPress, SharePoint, ServiceNow, or other knowledge/content management platforms preferred
- Experience working with management-level stakeholders or executives is a plus
Benefits
- Opportunity for a consulting career – average tenure of our consultants is over 2.5 years, with many here for over 7
- A-team of support behind you – We are all about making you successful
- Mutual trust – We build mutual trust and encourage respect and cooperation among team members
Company Overview