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Available Positions

Sunday, April 15, 2012

F/T - Knowledge Mgmt Analyst - Raritan (Somerset, NJ)

Knowledge Management Analyst

Position Summary
The Knowledge Management Analyst must be proficient in creating and editing knowledge base (“KB”) articles that improve customer first touch performance in a contact center environment. Must have excellent written and oral communication skills and thrive in a dynamic, technology driven environment.

Duties and Responsibilities
  • Develop, edit, and publish KB content to support business objectives·
  • Develop, edit, and publish KB content to support new product and feature launches·
  • Proficient with knowledge management principles and tactics to drive ongoing improvement of content delivery.·
  • Develop KB content in adherence to knowledge management business rules.·
  • Perform regular audits of KB articles to ensure adherence to knowledge management business rules.·
  • Identify content gaps and work with business stakeholders and Subject Matter Experts (SMEs) to resolve·
  • Resolve agent feedback related to KB content·
  • Work with geographically diverse support teams to assess and identify areas of knowledge management improvements·
  • Support implementation of new releases and processes·
  • Assist in the creation of article templates, workflow, and content quality guidelines·
  • Assess opportunities to leverage resources and streamline processes across the organization.·
  • Create positive, proactive relationships with Service Delivery teams to identify and correct knowledge gaps, improve work processes and procedures, and implement on-going reviews of knowledge base articles.·
  • Assist in daily management and/or governance surrounding knowledge management system (properties, taxonomy, metadata, etc)·
  • Work with content contributors and SMEs to determine needs, scope, and impacts to knowledge base content·
  • Provide knowledge base usage reports and data
  • Bachelor's degree or equivalent business experience required·
  • Demonstrated proficiency in technical writing required·
  • Excellent written, verbal, analytical and communication skills·
  • Strong editing skills·
  • Demonstrated skills and success in process improvement design and workflow analysis·
  • 2 to 3 years of knowledge management experience that includes demonstrated success in creating, implementing, and adhering to a knowledge management methodology·
  • Ability to negotiate change across organizational boundaries and influence others outside of own work group·
  • Ability to work independently and solve problems in a timely and professional manner·
  • Proficiency required in the following: Word, Outlook, Excel, Visio and PowerPoint·
  • Experience in working within (writing, editing, publishing) knowledge management technologies in a contact center environment·
  • Ability to work in virtual team environment·
  • Self-starter and an enthusiastic team player with the ability to multi-task and deal with constantly changing priorities in a fast-paced environment·
  • Excellent analysis, troubleshooting, and strong IT technical skills.
  • Excellent customer-facing project management, analysis, troubleshooting, and technical skills.·
  • Ability to interact with end-users during trouble investigations. Raritan offers a competitive benefits and compensation package.
Raritan is an equal opportunity employer.