Sr Analyst, Knowledge Management
Full Time
Job Description
The Senior Analyst works as part of the Services Knowledge Management (KM) team in a Knowledge Content Ambassador capacity, supporting various business groups throughout the Enterprise including, but not limited to, ECC and Geek Squad. The role is designed for a results-driven individual with a proven ability to navigate complex organizations and make and influence effective operational and strategic decisions in alignment with the company objectives. The Senior Analyst will maintain a comprehensive understanding of KM practices as well as an expertise in KM systems in order to support and influence Content Owners, Authors, and Champions throughout the business and third party network.
Key Responsibilities
• Provide support for our KM Content Owners, Authors, Champions, and other cross-functional business partners throughout the internal and external network and influence business decisions
• Execute governance strategy by overseeing the authoring workflow process, managing the author certification process, and holding internal and external partners accountable to their roles
• Use organizational knowledge and a network of contacts to access information, resolve issues, and bring improvements to KM, the quality process and training
• Communicate with individual team members and small cross-functional teams to explain somewhat complex, technical information, provide subject matter expertise, options or recommendations
• Develop and maintain Quality resources including style guides and best practice documents
• Partner with KM team Continuous Improvement resources on continuous improvement projects and in leveraging data-driven insights to inform and guide business decisions with our key partners
• Execute individual and team goals, objectives, and projects supporting the functional strategy. May support strategy development by providing information
• Create, review and publish knowledge articles according to brand standards and Quality requirements
• Review, analyze and communicate data/reports to consistently provide insights and recommendations. Clearly articulate “what the data is saying”, and aid in measurement, tracking and gap management
• Assess effectiveness, efficiency and potential gaps in systems utilized vs. current and future business needs.
• Identify and effectively communicate risks associated with new or existing systems.
• Recommend solutions to better meet the needs/expectations of the business and implement as approved
• Seek ongoing industry and competitive knowledge to support knowledge creation
Education:
• High School Diploma or equivalent education
• Associates Degree or higher education preferred
Experience
• 3+ years’ experience in customer service, operations, communications, training, business, retail or related area
• Strong communication skills (written, verbal and facilitation)
• Strong customer service orientation
• Strong knowledge and skills utilizing tools and technology may be required
Req #: 490349BR
Brand: Best Buy
Job Level: Individual Contributor
Location Number: 970055-215-Employee Support Center
Address Line 1: 7601 Penn Avenue South
City: Richfield
State: MN
Zip: 55423-8500
Job Search Categories: Corporate Jobs, Geek Squad
Online posting and application information