(1109436) Knowledge & Insights Analyst

Diversified Services Network, Inc.; Peoria (AZ); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Health savings account

Life insurance

Disability insurance

Vision insurance

Paid time off

Paid Holidays

401(k)

Employee assistance program

Job summary

Diversified Services Network, Inc. in Peoria, IL is seeking a full-time Knowledge & Insights Analyst to enhance our knowledge content and support customer experience. The role partners with internal teams and third-party centers to keep knowledge current, accurate, and actionable.

Ideal candidates will have 5+ years in knowledge management or content development, with 2+ years building articles for frontline agents. Onsite 3 days/week; benefits include 401(k), health, and more.

Qualifications

• 5+ years of knowledge management, content development, or related experience.
• 2+ years creating knowledge articles for frontline agents in a contact center
• Degree preferred but not required

Responsibilities

• Identify knowledge article needs and drive knowledge initiatives that support the organization's brand promise
• Develop effective knowledge article templates for customer- and agent-facing content
• Build, refresh, and maintain knowledge articles that deliver a world-class customer experience
• Lead knowledge efforts for digital support and contact center operations
• Partner with third-party contact centers and internal teams to ensure knowledge articles are understandable, accurate, and current
• Collaborate with team members on building frontline agent processes
• Analyze customer behavior data and make recommendations based on findings
• Test and utilize tools such as Salesforce, Power BI, and Google Analytics
• Attend business meetings as needed to support knowledge initiatives

Skills

Knowledge management

Content development

Knowledge articles

Power BI

Google Analytics

Customer service

Data analysis

Education

Degree preferred

Tools

Salesforce

Power BI

Google Analytics

Job description

Diversified Services Network, Inc. (DSN) is seeking a full-time Knowledge & Insights Analyst to join our team in Peoria, IL with 3 days onsite weekly.

We offer full benefits, PTO, 401k, and more!

Position Overview

The Knowledge & Insights Analyst plays a key role in identifying knowledge article needs and driving initiatives that deliver a world-class customer experience. This individual will develop effective knowledge article templates and create customer- and agent-facing knowledge articles, while leading knowledge efforts for our digital support and contact center operations. The role partners closely with third-party contact centers and internal teams to ensure knowledge content remains accurate, understandable, and up to date. This position is part of a training and knowledge team of four professionals performing this same role.

Key Responsibilities

• Identify knowledge article needs and drive knowledge initiatives that support the organization's brand promise
• Develop effective knowledge article templates for customer- and agent-facing content
• Build, refresh, and maintain knowledge articles that deliver a world-class customer experience
• Lead knowledge efforts for digital support and contact center operations
• Partner with third-party contact centers and internal teams to ensure knowledge articles are understandable, accurate, and current
• Collaborate with team members on building frontline agent processes
• Analyze customer behavior data and make recommendations based on findings
• Test and utilize tools such as Salesforce, Power BI, and Google Analytics
• Attend business meetings as needed to support knowledge initiatives

Requirements

Education & Experience

• Degree preferred but not required
• 5+ years of experience in knowledge management, content development, or a related capacity
• 2+ years of combined experience within a contact center environment developing knowledge articles for frontline agents

Skills

• Superior verbal and written communication skills
• Strong interpersonal and human relations skills
• Internally motivated, proactive, and eager to learn
• Customer service background a plus
• Experience analyzing data via Power BI dashboards and/or Google Analytics a plus
• 401(k)
• Vision insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

Follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more! https://www.dsnworldwide.com

Expected Compensation: $65,000-70,000 annually