(1109436) Knowledge & Insights Analyst

Diversified Services Network, Inc.; Peoria (IL); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Health insurance

Health savings account

Life insurance

Paid time off

Paid Holidays

Job summary

Diversified Services Network, Inc. is hiring a Knowledge & Insights Analyst to join our team in Peoria, IL, with three days onsite weekly.

The role focuses on identifying knowledge article needs, creating customer- and agent-facing content, and driving knowledge initiatives across digital support and contact center operations. The ideal candidate has 5+ years in knowledge management or content development, plus 2+ years in a contact center setting.

Qualifications

• 5+ years in knowledge management or content development.
• 2+ years creating knowledge articles for frontline agents.
• Degree preferred but not required.
• Strong verbal and written communication skills.

Responsibilities

• Identify knowledge article needs and drive knowledge initiatives for a world-class customer experience.
• Develop templates for customer- and agent-facing content.
• Build, refresh, and maintain knowledge articles to ensure accuracy and usefulness.
• Lead knowledge efforts for digital support and contact center operations.
• Collaborate with internal teams and third-party centers to keep content current.

Skills

Communication

Analytical thinking

Knowledge management

Content development

Customer focus

Team collaboration

Interpersonal skills

Education

Bachelor’s degree preferred

Experience in knowledge management

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! If you're looking to grow your career within an extremely reputable, stable Fortune 100 company - let's talk!

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

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)
• Dental insurance
• 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