Knowledge Base Analyst Senior

Atrium Health; Charlotte (NC); In loco; USD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

Atrium Health in Charlotte, NC is seeking a Knowledge Base Content Specialist to identify, author, edit, and publish knowledge base content. You will collaborate with IT, HRIS, SMEs, and service desk teams to ensure content is accurate, accessible, and aligned with business needs.

You will design rollout strategies, lead change management efforts, train teams, and monitor content quality and metrics to drive continuous improvements.

Competenze

• Bachelor's degree in IT, HR, or business-related field as listed.
• Industry knowledge in knowledge management and content governance.
• Experience working with cross-functional teams and stakeholders.

Mansioni

• Identify and develop knowledge base content and keep it current.
• Collaborate with IT, HRIS, SMEs, and service desk teams to manage content.
• Design and rollout knowledge content using change management and training.
• Publish and maintain knowledge base articles and materials.
• Support end-to-end implementation planning including training and support.
• Analyze processes and metrics to improve knowledge assets.

Conoscenze

Knowledge management

Communication skills

Facilitation

Technical writing

Project management

MS Office

HTML / Web editing

Formazione

Bachelor's Degree in Information Technology

Bachelor's Degree in Human Resources

Bachelor's Degree in Business or related field

Strumenti

Case management tools

Human capital management software

Web-based applications

Descrizione del lavoro

• Identifies and develops necessary knowledge base content.


• Works closely with IT, Business Partners, Subject Matter Experts, Centers of Expertise, HRIS or service desk/center team members to develop and manage necessary knowledge base content.


• Designs and develops knowledge base content and supports the rollout of information using change management techniques and training solutions. May create, submit, and maintain Lessons Learned as requested.


• Identifies, authors, edits and publishes knowledge base content.


• Develops and executes change management strategies to ensure information is communicated and easily accessible and participates in end to end implementation planning, including change management, training and support.


• Analyzes processes and participates in solution development ensure functional requirements are met and meetings facilitated with key stakeholders. May identify and analyze metrics in order to track process performance which may included reporting.


• Develops processes to maintain the knowledge base to ensure content is both up-to-date and consistent.


• Establishes and coordinates the activities necessary to successfully complete knowledge base deliverables on time and within budget. Communicates project status and metrics to service desk/center leadership.


• May participate and facilitate focus group sessions and monitors calls to identify content enhancements.


• May prepare assessments and provide recommendations for data automation to support Knowledge Management tasks.

Major Responsibilities

• Identifies and develops necessary knowledge base content.


• Works closely with IT, Business Partners, Subject Matter Experts, Centers of Expertise, HRIS or service desk/center team members to develop and manage necessary knowledge base content.


• Designs and develops knowledge base content and supports the rollout of information using change management techniques and training solutions. May create, submit, and maintain Lessons Learned as requested.


• Identifies, authors, edits and publishes knowledge base content.


• Develops and executes change management strategies to ensure information is communicated and easily accessible and participates in end to end implementation planning, including change management, training and support.


• Analyzes processes and participates in solution development ensure functional requirements are met and meetings facilitated with key stakeholders. May identify and analyze metrics in order to track process performance which may included reporting.


• Develops processes to maintain the knowledge base to ensure content is both up-to-date and consistent.


• Establishes and coordinates the activities necessary to successfully complete knowledge base deliverables on time and within budget. Communicates project status and metrics to service desk/center leadership.


• May participate and facilitate focus group sessions and monitors calls to identify content enhancements.


• May prepare assessments and provide recommendations for data automation to support Knowledge Management tasks.

Licensure, Registration, And/or Certification Required

• None Required.

Education Required

• Bachelor's Degree in Information Technology, or


• Bachelor's Degree in Human Resources, or


• Bachelor's Degree in Business or related field.

Experience Required

• Typically requires 5 years of experience in knowledge management and related business experience that includes end user experience, functioning as the interface between operational and technical experts, providing operational support for systems and analyzing business processes.

Knowledge, Skills & Abilities Required

• Knowledge of service desk/center processes, functions and systems.


• Strong communication and interpersonal skills with the ability to develop effective business relationships and build consensus.


• Effective consulting, facilitation and presentation skills on complex topics with all levels of personnel.


• Excellent technical writing skills.


• Ability to work within a fast-paced, team environment and foster teamwork across functions. Proven ability to meet multiple deadlines, prioritize multiple demands and identify/solve problems creatively.


• Proficiency in Microsoft Office as well as human capital management software, case management tools and web-based applications. Experience using HTML and web editing tools.


• Excellent project management and problem solving skills.


• Ability to handle multiple priorities independently.

Physical Requirements And Working Conditions

• Operates all equipment necessary to perform the job.


• Exposed to normal office environment.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.