Knowledge Base Analyst Senior

Advocate Health and Hospitals Corporation • Charlotte, NC

20h

About The Position

The Knowledge Base Analyst Senior identifies, develops, and maintains knowledge base content, working with IT, business partners, subject matter experts, Centers of Expertise, HRIS, and service desk or service center teams. The role designs, authors, edits, and publishes content, and supports its rollout through change management, training, and other communication solutions.

The position contributes to end-to-end implementation planning, analyzes processes, helps develop solutions that meet functional requirements, and facilitates meetings with stakeholders. It may track process performance through metrics and reporting, prepare Lessons Learned, facilitate focus groups, monitor calls to identify content enhancements, and recommend data automation to support Knowledge Management tasks. The analyst establishes and coordinates work needed to deliver knowledge base materials on time and within budget, communicates project status and metrics to service desk or service center leadership, and develops processes to keep content current and consistent.

The role requires a bachelor's degree in Information Technology, Human Resources, Business, or a related field, and typically five years of experience in knowledge management and related business work. The position is full-time, 40 hours per week, on a day shift, in a normal office environment.

Requirements

• Bachelor's degree in Information Technology, Human Resources, Business, or a related field.
• Typically five years of experience in knowledge management and related business experience, including end-user experience, interfacing between operational and technical experts, providing operational systems support, and analyzing business processes.
• Knowledge of service desk or service center processes, functions, and systems.
• Strong communication and interpersonal skills, including the ability to develop effective business relationships and build consensus.
• Consulting, facilitation, and presentation skills for complex topics with personnel at all levels.
• Excellent technical writing skills.
• Ability to work in a fast-paced team environment and foster teamwork across functions.
• Ability to meet multiple deadlines, prioritize competing demands, and creatively identify and solve problems.
• Proficiency in Microsoft Office, human capital management software, case management tools, and web-based applications.
• Experience using HTML and web editing tools.
• Excellent project management and problem-solving skills.
• Ability to handle multiple priorities independently.

Responsibilities

• Identify and develop necessary knowledge base content in collaboration with IT, business partners, subject matter experts, Centers of Expertise, HRIS, and service desk or service center team members.
• Design, author, edit, publish, and maintain knowledge base content.
• Support the rollout of information using change management techniques and training solutions.
• Develop and execute change management strategies so information is communicated and easily accessible.
• Participate in end-to-end implementation planning, including change management, training, and support.
• Analyze processes, participate in solution development to ensure functional requirements are met, and facilitate meetings with key stakeholders.
• Develop processes that keep knowledge base content up to date and consistent.
• Establish and coordinate activities to complete knowledge base deliverables on time and within budget.
• Communicate project status and metrics to service desk or service center leadership.
• May create, submit, and maintain Lessons Learned as requested.
• May identify and analyze metrics to track process performance, including reporting.
• May facilitate focus group sessions and monitor calls to identify content enhancements.
• May prepare assessments and recommend data automation to support Knowledge Management tasks.

Benefits

• Paid Time Off programs
• Medical, dental, vision, life, and short- and long-term disability benefits
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match
• Financial wellness programs
• Educational Assistance Program
• Career development programs
• Potential premium pay, incentive pay for select positions, and annual increases based on performance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior