Asset & Wealth Operations - Knowledge Management - Analyst

Job Description

YOUR IMPACT We are seeking a Knowledge Management Analyst responsible for providing program management oversight of our standard operating procedures for the Marcus Call Center. These procedures are an important part of ensuring standard, legal and regulatory compliant conduct by delivery teams. The goal of Knowledge Management is to improve an organization's efficiency, decision-making, and innovation by ensuring that the right information is available to the right people at the right time. BUSINESS OVERVIEW The firms direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. JOB SUMMARY AND RESPONSIBILITIES Update and/or create new procedural operations documents such as Talking Points/Chat Content, Standard Operating Procedures, Job Aids and policies Work with stakeholders such as Delivery managers, product managers, Legal, Risk and Compliance for Knowledge Management documents and procedures and facilitate approvals Collaborate with stakeholders such as Legal, Risk and Compliance to create and update procedures Maintain central knowledge management tool in coordination with the direct line manager Identify opportunities for improvement to manage and optimize Knowledge Management The job requires some overlap with US working hours BASIC QUALIFICATIONS Bachelors degree in information science, library science, business administration or related field in another field with experience creating concise, readable and user-friendly documentation Minimum 3 years of demonstrable experience in a related Knowledge Management role Knowledge of standard knowledge management platform e.g. Right Answers, Service Now etc. Excellent written communication skills, including the ability to effectively convey financial services material with new hires and tenured colleagues alike Ability to prioritize and manage multiple simultaneous projects and deadlines Ability to question status quo and think through creative solutioning to ensure efficiency and appropriate risk management Aptitude for building relationships and ability to communicate complex issues to a wide array of internal partners with different levels of product experience PRIMARY RESPONSIBILITIES Experience working in Knowledge Management platforms/systems Experience with instructional design Prior Call Center Operations and FinTech Services experience