Knowledge Management Analyst

2 weeks ago

Princeton, United States TTI of USA, Inc. Full time

Job Description:

Seeking a Knowledge Management analyst with excellent technical acumen, writing skills and training experience. This role includes assisting with documenting business and functional requirements to support maintenance and enhancement of the knowledge management infrastructure and tool. The individual should have a high-level understanding the IT development lifecycle.

Primary Responsibilities

Stays attuned to current Global KM objectives and tool enhancements while working with key stakeholders to prioritize and address knowledge impact, needs and gaps.

Triages issues reported by users and takes prompt, appropriate action toward resolution.

Identifies and articulates gaps in process and technical capabilities.

Documents and recommends solutions and enhancements to address gaps, writes functional business requirements and related stories, and collaborates with key stakeholders to drive implementation.

Understands latent and future tool functionality: Prepares end-to-end user testing plans, schedule, test scenarios, and verification of test results.

Reviews and runs test scripts and participates in regression testing and user acceptance testing. Experience with Client ALM a plus.

Utilizes the KM dashboard, coordinating with data analytics team to refine metrics and capture data in support of business goals, knowledge health and governance processes.

Performs analysis of usage levels/patterns, quality and alignment with processes, and coordinates activities to respond to trends, address gaps and support development of new features and functionality.

Produces scheduled and ad hoc reports to communicate knowledge health status and promote transparency and proactive management among stakeholders.

Works with Global KM team to maintain process support collateral and documentation and develop and deliver training.

Delivers continuous service improvement (CSI) to maintain healthy and efficient KM program.

Understands Global KM content style guides, processes, and procedures.

Drives adoption of governance processes, proactive article management and adherence to standards and guidelines among knowledge contributors.

Is a reliable resource for knowledge stakeholders: responds accurately and promptly to inquiries; offers constructive feedback and course corrections to support article creation and maintenance.

Qualifications:

Excellent technical and analytical skills

Detail-oriented, analytical, and demonstrated ability to work independently and as part of a team

Strong writing and ability to articulate process, technical gaps, issues and make recommendations for improvement

Strong interpersonal communication skills and proven ability working directly with key stakeholders, team members, technical experts, and professional staff

Organized and efficient, with the ability to stay on schedule under tight, frequently changing, client-driven deadlines.

Solid understanding of enterprise Knowledge Management and support portal (e.g., ServiceNow) technology, information architecture and taxonomies. ServiceNow experience preferred.

Understanding of knowledge creation best practices (capture, authoring and organization of information across multiple channels).

Direct experience translating complex ideas and information to produce organized, guided resources and procedural documentation to enhance the self-service experience.

Ability to develop and deliver training content in various channels and formats including live remote and recorded presentations and demonstrations

Ability to coach groups and individual knowledge contributors in KM best practices, e.g., using step/action commands, importance of article titling, etc.

Ability to create meaningful scheduled and ad hoc reports, analyze knowledge data and translate to consumable and actionable monthly metrics.

Expert knowledge of Microsoft Office suite (Word, PowerPoint, Excel) Outlook and SharePoint.

PAY RATE: 62.05/HR #J-18808-Ljbffr

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