ITS proudly recognizes Technology Specialist Anna Meza as the January 2026 Employee of the Month. Anna was nominated by Hapy Ting for her leadership in developing and implementing a sustainable knowledge management process, keeping ITS accountable and ensuring the campus community has access to accurate and valuable information.
Driving Accountability and Information Accessibility
Managing a vast database of knowledge articles presents a significant challenge: ensuring every piece of guidance is useful, up-to-date, and easy to find. As the ITS knowledge manager, Anna led the development of the Knowledge Base Group Ownership process and collaborated with Alex Chrystal and the IT Service Management team to successfully implement it within ITS. This new process transitioned responsibility of knowledge article management from individual authors to Ownership Groups.
This shift makes knowledge management more sustainable. Because units within ITS own knowledge content based on their scope and expertise, any subject matter expert within the unit can take action on knowledge articles their group owns, regardless of authorship.
“The new group ownership process brought more awareness to knowledge maintenance and encouraged ITS groups to properly review and update their articles in a timely manner,” Hapy said.
For the UCR community, this means a more robust and reliable library of self-service guidance, which can ultimately reduce the volume of IT support calls and tickets.
A Key Collaborator Within ITS
Known for her expertise and responsiveness, Anna is always ready to answer complex knowledge management questions and provide expert guidance. Her work touches every corner of ITS. She collaborates with every unit to ensure that the knowledge articles they manage remain compliant with ITS’ formatting and accessibility standards.
“Anna developed the knowledge base standards to serve as a guide for knowledge article authors and help ensure their articles follow ITS' formatting standards,” Hapy shared.
Additionally, she provides regular reports to ITS units, identifying articles that require immediate attention and ensuring nothing falls through the cracks.
Technical Innovation: The ServiceNow KB Article Content Creator Gem
To further streamline how ITS shares information, Anna created the ServiceNow KB Article Content Creator Gem. This tool is an automated assistant that uses the KB Style Guide and Article Review Checklist to turn raw content like videos, transcripts, and drafts into clear, structured, ServiceNow-ready articles. It also helps authors improve existing articles and make them accessible to readers.
She didn't just stop at creating the tool—Anna even published a comprehensive guide to help ITS staff use the Gem effectively.
Her thoroughness and diligence in maintaining the integrity of the ITS Knowledge Base, along with her willingness to support her colleagues, make her an instrumental part of ITS’ success.
Congratulations, Anna, on this well-deserved recognition!
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