Knowledge Analyst

The primary function for this role is to perform content needs analysis utilizing analytics, auditing and requirements gathering techniques identify opportunities to increase the likelihood of customer self-help success.

Responsibilities

• Extract knowledge gaps from listening post feedback.
• The Analyst is responsible for assembling, cleaning, and analyzing data sets for performance management, predictive analytics and data reporting projects. 
• Develop a Stakeholder management map to identify SMEs, approvers, and functional stakeholders.
• Develop a knowledge information map identifying the location and ownership of the information needed to resolve the identified knowledge gaps.
• Leverage key metrics to produce monthly reports/dashboard to track progress to meeting the progress of the RPM program.
• Leverage of AI/Machine Learning to increase the likelihood that relevant content will be surfaced to customers proactively.

• Establish analytics review processes to continuously measure content effectiveness through data, to report on knowledge adoption, and to proactively identify content gaps.

• Enhance employee and HR support experience by evaluating HR cases to identify FAQs and work instructions that need to be developed or updated.

Skills

• Excellent quantitative thinking skills, including the ability to examine available data, applies decision rules and analytical methods and produce meaningful results.
• Strong analytical, written, oral communication skills.
• Strong organizational and time management skills.
• Possess problem-solving skills and strong attention to detail.