Costco IT is responsible for the technical future of Costco Wholesale, the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed.

This is an environment unlike anything in the high-tech world and the secret of Costco’s success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others.

Come join the Costco Wholesale IT family. Costco IT is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation retail environment where you will be surrounded by dedicated and highly professional employees.

ITSM Knowledge Management aims to gather, analyze, store and share knowledge and information within an organization. The primary purpose is to improve efficiency by reducing the need to rediscover knowledge. The individual will partner with different teams within the IT division to provide training on the implementation and purpose of a Knowledge-Centered Service organization. The selected individual will use various methods and technologies to lead the design, implementation, and roll-out of core knowledge management approaches and knowledge-sharing tools.

If you want to be a part of one of the worldwide BEST companies “to work for”, simply apply and let your career be reimagined.

ROLE

● Monitors Incidents and Problem records to identify impacted system and application outages that require follow-up analysis.

● Develops, reviews and monitors compliance metrics and key performance indicators (KPIs) to identify areas to mature the problem process, policies, and training material.

● Manages active problems, regarding progress and status, ensuring customers are kept up-to-date with clear concise information.

● Defines and implements Knowledge standards and strategy.

● Designs and implements the Knowledge process.

● Develops and manages IT knowledge information collection and databases.

● Creates, edits, approves and archives knowledge articles as needed.

● Utilizes trend analysis to determine usage of existing knowledge articles.

● Develops, presents, and maintains training project plans, needs assessment reports, design documents, instructional materials, evaluation summaries and other relevant key performance indicators.

● Coordinates with CARTS+ development teams in design, implementation, and roll-out of core knowledge management approaches.

● Administers, manages, and executes employee development initiatives and curriculums.

● Develops related learning materials, program parameters and testing.

● Oversees Knowledge Feedback Process.

● Guides existing Service Desk employees in developing knowledge articles for IT projects and solutions.

● Supports the overall strategic Service Desk mission and approach; makes recommendations to ensure continuous improvement and align the Service Desk with IT business needs.

● Evangelizes Knowledge Management for the IT division.

REQUIRED

● Minimum of 1 year of experience using ServiceNow or similar knowledge management software.

● Highly organized; ability to think, plan, and execute on multiple projects simultaneously in an organized manner while functioning effectively as a team member.

● Collaborative and flexible work style with the ability to work independently and as a member of a team.

● Ability to work well under pressure.

● Proven ability and desire to work positively and cooperatively with others on the team.

● Proven ability to work independently, prioritize and complete work on time.

● Flexible to handle changing priorities.

● Excellent organizational and analytical skills.

We offer a comprehensive package of benefits including paid time off, health benefits - medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance, health care reimbursement account, dependent care assistance plan, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan to eligible employees.

Costco is committed to a diverse and inclusive workplace. Costco is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to IT-Recruiting@costco.com

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.

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