Knowledge & Insights Content Lead

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. 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.