CX Enablement Analyst

About the Role

The CX Enablement Analyst plays a key role within Service Operations, supporting the ongoing development and optimisation of Knowledge and Service Catalogue capabilities. This role focuses on ensuring that knowledge articles and catalogue items are structured, governed, and continuously improved to enable consistent, high-quality outcomes across the Service Desk and broader support teams. Working closely with operational, technical, and platform teams, the analyst will help align service processes with ServiceNow capabilities to improve user experience, increase first contact resolution, and reduce failure demand. This is not a platform engineering role. It is a service enablement role, focused on process, data quality, and operational outcomes, working in partnership with platform teams to deliver improvements.

Key Responsibilities

• Support the design, creation, and ongoing maintenance of ServiceNow catalogue items and knowledge ar...