Knowledge Management Analyst

The Knowledge Management (KM) Analyst is responsible for maintaining the integrity of knowledge assets supporting Customer Operations. The KM Analyst serves as a subject matter expert of the KM application and provides the day-to-day production system support to end users across multiple business units. This position investigates production concerns and partners with IT and supplier technical teams for resolution., The KM Analyst drives the design and development of content and the knowledge experience. They provide analysis of new/forming business processes and procedures to produce high quality end-user documentation through strong partnerships and collaboration. The KM Analyst is responsible for creating and maintaining knowledge governance to ensure a single source of truth is recognized. End-user feedback and system analytics are leveraged to continually enhance content delivery. The KM Analyst participates on projects and initiatives and contributes to change management by identifying key impacts and developing communication to support the end-users through implementation.

A Bachelor’s degree in Business, Communications, or a related field is preferred. Relevant experience may include customer operations support, content creation, communications, training support, and change management. Entry level through Sr level candidates will be considered, with the level determined based on the selected candidate’s qualifications, skills, and relevant experience.

Skills, Knowledge, and Abilities Required:

Strong critical thinking, written communication and editing skills. Highly proficient in communicating complex concepts in tangible, easily understood terms. High attention to detail. Ability to understand risks and impacts to suggested process changes. Good organizational skills and the ability to work effectively under pressure and within time constraints. Candidate should possess a progressive, dynamic attitude toward solving problems and working with other team members. Must be able to handle confidential information appropriately. Computer skill and experience, including proficiency with Microsoft Office tools (Word, Excel, Power Point, etc.). Strong interpersonal skills to resolve problems in a professional manner. Must have the ability to perform the physical activities of the job. The employee must maintain a high level of professionalism at all times.

Licenses, Certifications, Bonding, and/or Testing Required:Knowledge Management (ATD, CKM, APQC), Change Management, Technical Writing certifications preferred but not required.

• Much of the time will be spent in an office environment.