Content Business Analyst

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

Requirements:

• 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