Knowledge Management Analyst

Teacher Retirement System of Texas (TRS)•Austin, TX

About The Position

In the Pension Services Division, we cultivate connection with our more than 2 million valued members by striving for excellence through counseling and administering benefits for retirees, active members, and employers. It is our goal to ensure our members have personalized service for pension benefits every day. Joining our fast-paced team you’ll have the opportunity to create meaningful experiences by learning the ins and outs of our business alongside a committed and collaborative community. Through coaching and mentorship, you’ll gain the skills you need to achieve your career goals at TRS while earning member trust and making a positive impact in their lives. The Knowledge Management Analyst supports the Pension Services division by ensuring accurate, accessible, and well-organized information resources. This position develops and maintains documentation, optimizes processes, and manages knowledge platforms to improve operational efficiency and compliance. The analyst collaborates closely with Pension Services staff, Health Division, compliance teams, IT, and Communications to capture and share critical information across the organization.

Requirements

Bachelor’s degree from an accredited college or university.
High school diploma or equivalent and additional experience in knowledge management, documentation, process improvement or similar experience may be substituted on an equivalent year-for-year basis.
Three (3) years of full-time directly related, progressively responsible experience in knowledge management, documentation, or process improvement roles or a closely related field.
Knowledge management platforms (e.g., NiCE Expert, SharePoint, intranet systems) and document control standards.
Principles and best practices of knowledge management and information governance including Knowledge-Centered Service (KCS) principles
Pension administration processes, including benefit calculations and compliance requirements.
Strong analytical and problem-solving skills for process improvement and gap analysis.
Excellent written and verbal communication skills for creating clear documentation and training materials.
Proficiency in Microsoft Office Suite and knowledge management tools.
Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
Translate complex pension regulations and processes into user-friendly documentation.
Collaborate effectively with cross-functional teams, including compliance, IT, Health and member services.
Adapt to changing regulations and organizational needs quickly and accurately.
Promote knowledge-sharing culture and drive adoption of knowledge management practices.

Nice To Haves

Understanding of retirement plans.
Experience working in financial services or pension administration roles.
Experience with pension administration software and compliance frameworks.
Project management skills for documentation and knowledge initiatives.
Experience using NiCE CXOne contact center platform and NiCE Expert knowledge management solution or similar knowledge management solution.

Responsibilities

Develop and maintain a centralized knowledge base for pension policies, procedures, and workflows, ensuring it is accurate, current, and easy to navigate.
Implement version control and establish governance standards for documentation updates.
Create standardized templates and guidelines for process documentation to maintain consistency across the division.
Regularly audit knowledge assets to identify outdated or redundant content and ensure compliance with internal and regulatory requirements.
Partner with training and quality assurance teams to ensure consistency of information in knowledge platforms and processes.
Partner with training and HR teams to integrate knowledge resources into onboarding programs and ongoing learning initiatives.
Collaborate with training and e-learning to develop quick-reference tools and job aids to help staff use knowledge resources to resolve member inquiries efficiently.
Collaborate with training to develop and facilitate knowledge-sharing sessions, workshops, and feedback loops to promote best practices and continuous improvement.
Administer and optimize knowledge management platforms (e.g., NiCE Expert, SharePoint, intranet portals), ensuring functionality and accessibility.
Ensure knowledge content is developed in a format that is useable by both staff and AI tools such as agent assist technologies.
Monitor usage metrics and user feedback to identify gaps and improve engagement with knowledge resources.
Measures and evaluates knowledge management effectiveness, tracking usage, relevance, and impact on KPIs such as customer satisfaction and interaction handle time.
Coordinate with the Knowledge Management Governance Committee and present data findings and recommendations.
Act as a liaison between Pension Services, Health Division, compliance teams, IT, and communications to capture and disseminate critical information across departments.
Research and recommend new tools, features, or automation opportunities to enhance knowledge capture and delivery.
Performs related work as assigned.