Analyst, Knowledge Management
Full Time
Job Description
The Analyst works as part of the Services Knowledge Management (KM) team in a Continuous Improvement capacity, supporting various business groups throughout the Enterprise including, but not limited to, Enterprise Customer Care (ECC) and Geek Squad. The role is designed for an analytical individual with strong aptitude in insight gathering, business process improvement, and telling a story with the data. The Analyst will develop and maintain reporting vehicles that inform and influence business decisions, perform KM content quality audits, and execute content improvement projects in partnership with the KM Sr. Analysts to, overall, ensure the highest levels of KM ecosystem health and content relevancy.
Key Responsibilities
• Develop and maintain reporting vehicles and dashboards that highlight content continuous improvement opportunities and inform business decisions
• Perform regular KM content quality audits to evaluate on Style Guide and best practice adherence and report out on results
• Execute content improvement projects in partnership with KM team and business owners
• Perform system administration duties such as search tuning, taxonomy organization, and workflow optimization
• Provide qualitative and quantitative insights for KM newsletter
• Build and administer user surveys and provide analysis on results to help prioritize KM system enhancements/fixes and guide user engagement strategies
• Provide ad-hoc analysis of moment-in-time business events and communicate results in a clear and concise manner
• Before & after metric measurement and ROI tracking of KM-related projects
• Provide data-driven insights on feature optimizations
• Identify opportunities for automation and integration and oversee the implementation of solutions therein
• Integrate outside data sources such as cases, NPS, orders, and sales with KM data to draw correlations
• Processing, cleansing, and verifying the integrity of data used for analysis
• Enhance data collection procedures to include information that is relevant for building analytic systems
• Create anomaly detection systems that provide early warning signs for content and user gaps and steer proactive content improvement efforts
Education
• High school diploma or equivalent experience
Minimum Qualifications
• 2+ years’ experience in customer service, operations, communications, training, business, retail or related area
• Strong Communication, written and verbal
• Proficient knowledge of MS Office products, specifically Excel
Preferred Qualifications
Understanding of SQL queries
Req #: 490350BR
Brand: Geek Squad
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, Retail Jobs, Geek Squad
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