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# (1109436) Knowledge & Insights Analyst

- **Company:** DIVERSIFIED INC
- **Location:** Peoria, IL, United States
- **Experience:** Experienced
- **Salary:** $65,000.0 - $70,000.0
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Google Analytics, Knowledge Management, Power BI, Salesforce.Com
- **Published:** August 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=35479f22dea14495

## About the Role

* Degree preferred but not required
 * 5+ years of experience in knowledge management, content development, or a related capacity
 * 2+ years of combined experience within a contact center environment developing knowledge articles for frontline agents, * Superior verbal and written communication skills
 * Strong interpersonal and human relations skills
 * Internally motivated, proactive, and eager to learn
 * Customer service background a plus
 * Experience analyzing data via Power BI dashboards and/or Google Analytics a plus

## Description

The Knowledge & Insights Analyst plays a key role in identifying knowledge article needs and driving initiatives that deliver a world-class customer experience. This individual will develop effective knowledge article templates and create customer- and agent-facing knowledge articles, while leading knowledge efforts for our digital support and contact center operations. The role partners closely with third-party contact centers and internal teams to ensure knowledge content remains accurate, understandable, and up to date. This position is part of a training and knowledge team of four professionals performing this same role.
Key Responsibilities

 * Identify knowledge article needs and drive knowledge initiatives that support the organization's brand promise
 * Develop effective knowledge article templates for customer- and agent-facing content
 * Build, refresh, and maintain knowledge articles that deliver a world-class customer experience
 * Lead knowledge efforts for digital support and contact center operations
 * Partner with third-party contact centers and internal teams to ensure knowledge articles are understandable, accurate, and current
 * Collaborate with team members on building frontline agent processes
 * Analyze customer behavior data and make recommendations based on findings
 * Test and utilize tools such as Salesforce, Power BI, and Google Analytics
 * Attend business meetings as needed to support knowledge initiatives


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