Knowledge Management Analyst

Responsible for processing knowledge updates and documenting new support processes in the knowledge base of record in collaboration with internal support teams and client/vendor service providers. This role is client facing in a technical services industry. 

Essential Functions:

• Review information provided by internal and client resources to create procedural documentation for consumption by end users, service desk associates, and higher-level technical resources.
• Ensure technical documentation is accurate, complete, properly formatted, and that it meets client requirements.
• Lead meetings with internal and client Subject Matter Experts (SMEs) to review their processes and document them.
• Answer internal and client inquiries regarding knowledge content and practices.
• Communicate new or modified processes to both internal and client support teams.
• Utilize current Knowledge Management best practices to facilitate standardization.
• Maintain validity of knowledge content through auditing best practices.
• Measure, track, and report metrics to defined benchmarks.
• Assist with other duties as assigned.

Required Education and Experience:

• Bachelors degree in computer science, or related field.
• 1 year of experience with technical writing for user documentation or usage of technical documentation.
• KCS v6 Fundamentals Certification, or ability to obtain within 1st year of employment.
• Knowledge of customer service quality standards and techniques.
• Proficiency with Microsoft Office products.

Preferred Education and Experience:

• 1+ years of experience with technical writing for user documentation.
• ITIL 4 Foundation Certification, or ability to obtain within 1st year of employment.

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.
• Ability to capture complex processes and procedures into easy-to-understand written instructions.
• Excellent customer service, problem solving, and conflict resolution skills.
• Ability to collaborate with internal and client stakeholders at all levels of organizational hierarchy.
• Ability to work independently and manage time efficiently.
• Ability to develop and maintain professional working relationships with coworkers and clients.
• Ability to obtain information from all relevant sources and use information to identify solutions.
• Skilled in managing multiple issues at one time with attention to detail and exceptional follow through.