Knowledge Analyst

This role will balance using technological tools to organize data and increase content volume and effectiveness with authoring knowledge articles for internal and external channels and storing them in a streamlined knowledge system for all users to easily access. This advanced role will be expected to constantly maintain, update, and restructure this database, while troubleshooting any questions that employees have regarding its usage.

This role contributes toward masterminding a modern approach to knowledge acquisition company-wide, therefore, designing, developing, and maintaining systems that solve problems is a major component. A successful candidate will be customer-minded, an effective communicator and writer, with strong data analysis. This role must be able to work independently, meet established deadlines, and develop productive relationships with numerous departments across our organization to enhance the knowledge system.

Primary Responsibilities

The below represents the primary duties of the position; others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Gather and analyze large datasets to derive meaningful insights

• Create team capacity & efficiencies by using Power Automate, CoPilot, APIs, etc.

• Write, edit, and consult on knowledge assets in collaboration with various product and operations teams across the organization.

• Design and implement effective taxonomies for knowledge content

• Compose technical and non-technical articles, including appropriate metadata, in response to user inquiries, projects and new product releases.

• Work in partnership with distributed authoring teams to provide effective knowledge resources on various complex subjects.

• Ensure the use of effective taxonomy in synonyms, keywords, and other metadata.

• Apply appropriate personalization to articles to maintain the correct security of specific content.

• Coordinate with other departments to evaluate article effectiveness, including several types of articles such as dynamic guidance, FAQs, announcements, and more.

• Complete regular reviews to confirm content is relevant, clear, up-to-date, and findable; engage to understand improvement opportunities, analyze information to get to the root and implement fixes.

• Leverage available data to independently identify opportunities for improvement in terms of article findability, clarity, and effectiveness.

• Serve as a knowledge tool administrator: review & make updates to administrative configuration in the knowledge base console as needed

• Document all team processes, methodologies, and best practices

• Attend early-user information sessions about new product releases, provide suggestions and critical feedback.

• Participate in, lead, and complete special projects as assigned.

Required:

• Bachelor's degree required

• 5+ years, client service, support, or knowledge team experience

• 3+years , technical writing using a knowledge tool such as eGain, Salesforce, ServiceNow, etc.

• Paylocity product knowledge required; multiple in-depth knowledge of various products strongly preferred

• Excellent written and verbal communication skills and experience in writing various content in various stages, including creating new articles, updating existing articles, validating articles, producing FAQs, producing Announcements, writing training materials, and drafting content for formal presentations (writing samples required)

• Data organization and report creation experience using Excel, Power BI, SQL, etc.

• Proven experience in partnering cross-functionally with various stakeholders to accomplish a task or objective

• Automation tools experience using Power Automate, CoPilot, ChatGPT, etc.

• Previous API usage and experience documenting how to use them

• Demonstrated ability to leverage data, information, and feedback to identify and take action to resolve an issue or improve upon an opportunity

• Time management proficiency with focus on project deadlines

• Ability to quickly grasp and understand complex, technical applications and translate that information into various formats to educate various audiences

Preferred:

• Team Lead, Team Coach, or Technical Support Specialist experience

Physical requirements:

• Ability to sit for extended periods: The role requires sitting at a desk or

workstation for long periods, typically 7-8 hours a day.

• Use of computer and phone systems: The employee must be able to operate a

computer, use phone systems, and type. This includes using multiple software

The pay range for this position is $59,800 - $90,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for a restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it's career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business. Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!