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World Bank
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Knowledge Management Analyst

Knowledge Management Analyst

World Bank

2 - 7 years

4 - 9 Lacs

chennai

Posted:3 days ago| Platform:

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Skills Required

business services loans payroll change management sap financial reporting service desk operations recruitment crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Knowledge Management Analyst at AskAccounting will be responsible for these core functions:

Plan and allocate resources for service desk operations, ensuring adequate coverage and efficient functioning across all service desk hours including nightshift.

Manage daily adherence to schedules, monitor First Contact Resolution (FCR) rates, and ensure compliance with Service Level Agreements (SLAs).

Coordinate leave management and backup planning across all processes and desk coverage, in consultation with the Team Lead, to ensure uninterrupted service delivery.

Collaborate with the ITS team to maintain and ensure functionality of service desk systems such as CRM and Contact Center Telephony.

Prepare and deliver regular and ad-hoc reports to support team performance tracking and decision-making.

Manage quality assurance initiatives, monitor key performance indicators (KPIs), ensure timely resolution of client queries, and coordinate training programs.

Develop expertise in at least one content area, provide client support via phone and email, and serve as a Subject Matter Expert (SME) to support the team.

Identify and address training needs, coordinate effectively with stakeholders, and manage escalations with professionalism.

Review and enhance business processes and manage projects involving testing and implementation of system enhancements.

Address client queries and manage escalations with professionalism and efficiency.

Work closely with the team leads in executing the work program and achieving operational goals.

Plan and allocate resources for the documentation portfolio in consultation with the Team Lead to ensure timely and efficient delivery.

Manage regular documentation requests and projects from initiation to completion.

Liaise with stakeholders in business units to clarify documentation requirements and actively participate in project meetings to align deliverables.

Author and review announcements and kiosk content to ensure clarity, consistency and alignment to style guides.

Develop and maintain change management resources such as videos, one-pagers, and other support materials.

Plan and disseminate project-related, fiscal year-end, regular, and ad hoc announcements.

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Knowledge Management Analyst