Knowledge Management Specialist

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

We're Hiring: Knowledge & Insight Analyst 3

About the Role

Client’s Digital Support & Contact Center Operations team is hiring a Knowledge & Insight Analyst — a senior-level contributor responsible for building, refreshing, and governing knowledge articles that power a world-class customer and agent experience.

You’ll join a focused team of 4 within the Training & Knowledge group, partnering with 3rd-party contact centers and internal stakeholders to make sure frontline agents always have accurate, actionable information at their fingertips.

Job Title: Knowledge & Insights Analyst 3

Location: Peoria, IL

Contract: 12 Months Contract

Pay Rate: $40.00 per hour on W2

What you’ll do:

• Identify knowledge article gaps and drive initiatives that deliver on Client’s 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

What We’re Looking for

• Knowledge article development – 2+ years in contact center
• Contact center operations background
• Self-motivated, proactive work style

About us:

Harvey Nash is a national, full-service talent management firm specializing in technology positions. Our company was founded with a mission to serve as the talent partner of choice for the information technology industry.

Our company vision has led us to incredible growth and success in a relatively short period of time and continues to guide us today. We are committed to operating with the highest possible standards of honesty, integrity, and a passionate commitment to our clients, consultants, and employees.

We are part of Nash Squared Group, a global professional services organization with over forty offices worldwide.

For more information, please visit us at https://www.harveynashusa.com/