Knowledge Base Analyst Senior
About The Position
The Knowledge Base Analyst identifies, develops, authors, edits, publishes, and maintains knowledge base content. The role works with IT, business partners, subject matter experts, centers of expertise, HRIS, and service desk or service center teams to create content and support its rollout using change management and training solutions. The analyst may also create and maintain lessons learned and prepare assessments or recommendations for automating knowledge management tasks. The position supports end-to-end implementation planning, analyzes processes and requirements, and helps develop solutions with key stakeholders. It establishes processes to keep knowledge content current and consistent, coordinates deliverables to meet schedule and budget, and reports project status and metrics to service desk or service center leadership. The analyst may facilitate focus groups, monitor calls to identify content improvements, and analyze process-performance metrics. This is a full-time, 40-hour-per-week day-shift position in a normal office environment. The role requires operating the equipment necessary to perform the job.
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, acting as an interface 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 build effective business relationships and 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 solve problems creatively.
- Proficiency with 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.
- Ability to operate all equipment necessary to perform the job.
Responsibilities
- Identify and develop necessary knowledge base content.
- Work with IT, business partners, subject matter experts, centers of expertise, HRIS, and service desk or service center teams to develop and manage content.
- Design and develop knowledge base content and support its rollout through change management techniques and training solutions.
- Create, submit, and maintain lessons learned as requested.
- Author, edit, and publish knowledge base content.
- Develop and execute change management strategies to communicate information and make it accessible.
- Participate in end-to-end implementation planning, including change management, training, and support.
- Analyze processes and participate in solution development to ensure functional requirements are met; facilitate meetings with key stakeholders.
- Identify and analyze metrics to track process performance, which may include reporting.
- Develop processes to keep knowledge base content current and consistent.
- Coordinate activities required to complete knowledge base deliverables on time and within budget.
- Communicate project status and metrics to service desk or service center leadership.
- Participate in or facilitate focus group sessions and monitor calls to identify content enhancements.
- Prepare assessments and provide recommendations for data automation supporting 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
- Competitive compensation
- Premium pay for eligible shifts, on-call work, and other qualifying circumstances
- Incentive pay for select positions
- Opportunity for annual performance-based increases
- Career development programs
- Well-being programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
