Knowledge Base Analyst Senior

Advocate Aurora Health; Charlotte (NC); In loco; USD 75.000 - 110.000; Tempo pieno

Descrizione del lavoro

Advocate Health seeks a Knowledge Management Specialist to identify and develop knowledge base content, partnering with IT, HR, and business stakeholders to ensure accurate, accessible information. You will design and roll out KB content with change management and training, publish materials, and drive continuous improvement across content and processes.

You will also analyze workflows, support end-to-end implementation planning, and coordinate activities to keep deliverables on schedule while

Competenze

• Bachelor's Degree in Information Technology, HR, or Business or related field.
• Typically requires 5 years of knowledge management and related business experience.
• Experience bridging operational and technical experts and providing end-user support.
• Experience analyzing business processes and delivering KB content.

Mansioni

• Identify and develop knowledge base content.
• Collaborate with IT, Business Partners, SMEs, Centers of Expertise, HRIS or service desk teams to develop and manage KB content.
• Design and develop KB content and support rollout using change management and training solutions.
• Identify, author, edit and publish knowledge base content.
• Develop and execute change management strategies and participate in end-to-end implementation planning.
• Analyze processes and participate in solution development to meet functional requirements and facilitate meetings.
• Develop processes to maintain KB content up-to-date and consistent.
• Coordinate activities to complete KB deliverables on time and within budget; communicate status.
• Participate in focus groups and monitor calls for content enhancements.
• Prepare assessments and provide recommendations for data automation to support KM tasks.

Conoscenze

Strong communication

Interpersonal skills

Consulting and facilitation

Presentation skills

Teamwork

Project management

Problem solving

Prioritization

Formazione

Bachelor's Degree in Information Technology

Bachelor's Degree in Human Resources

Bachelor's Degree in Business

Strumenti

Microsoft Office

HRIS

Case management tools

HTML editing tools

Web editing tools

Descrizione del lavoro

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.