Knowledge Analyst

Knowledge Analyst - Workspace

Minimum Knowledge, Skills and Abilities Required:

• 1-2+ Years of related experience and/or associate degree with a technical specialization.
• Beginner-to-intermediate level understanding of technical documentation, including writing, editing, and publishing. Background in IT Support or Procedure is preferred.
• Any experience or certifications in IT Support, Six Sigma, KCS, or ITIL highly desired.

Core Function:

The Knowledge Analyst is a key member of the Workspace Knowledge Team, engaged in the analysis and documentation of critical domain information that drives all of our business initiatives. This role is responsible for writing, editing, publishing, and maintaining knowledge documentation and accompanying training for consumption by frontline support workers. Knowledge Analysts employ Knowledge Centered Support (KCS) methodologies to develop standardized processes. This role reports to the Workspace Knowledge Manager.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.

• Meet with stakeholders from across organizations to probe IT process.
• Analyze both client and internal procedure for service improvement opportunities.
• Write, edit, and publish documentation related to established process.
• Maintain Knowledge Bases hosted both internally and externally.
• Learn and execute on Knowledge Centered Support methodologies for Knowledge Lifecycle Management.
• Engage in client onboarding projects to complete knowledge discovery and transfer.
• Assist in establishing a training process adjacent to new or existing knowledge documentation.
• Collaborate with Service Tower Leadership to identify opportunities or gaps in existing knowledge documentation.

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.