Knowledge & Insights Analyst — Elevate Agent Knowledge & CX

Harvey Nash; Peoria (IL); On-site; USD 47,000 - 63,000; Full time

Job summary

Harvey Nash is seeking a Knowledge & Insights Analyst 3 in Peoria, IL, to lead knowledge article creation and governance for frontline agents and customers. You will partner with internal teams and 3rd-party centers to ensure content accuracy and usefulness across channels.

Responsibilities include refreshing knowledge assets, building templates, and testing tools like Salesforce, Power BI, and Google Analytics to optimize knowledge workflows.

Qualifications

• Knowledge article development experience in a contact center, 2+ years.
• Proven background in contact center operations.
• Self-motivated and proactive work style.

Responsibilities

• Identify knowledge article gaps and drive initiatives that deliver on brand promise.
• Develop, build, and refresh customer-facing and agent-facing knowledge articles.
• Create and maintain effective knowledge article templates for frontline agent use.
• Collaborate with 3rd-party contact centers and internal partners to keep content current.
• Build frontline agent processes alongside team members.
• Analyze customer behavior data via Power BI and Google Analytics and make recommendations.
• Conduct tool testing across Salesforce, Power BI, and Google Analytics platforms.

Skills

Knowledge article development

Contact center operations

Self-motivated

Tools

Power BI

Google Analytics

Salesforce

Job description

Harvey Nash is seeking a Knowledge & Insights Analyst 3 in Peoria, IL, to lead knowledge article creation and governance for frontline agents and customers. You will partner with internal teams and 3rd-party centers to ensure content accuracy and usefulness across channels.

Responsibilities include refreshing knowledge assets, building templates, and testing tools like Salesforce, Power BI, and Google Analytics to optimize knowledge workflows.