Knowledge Management Analyst

NTT; Johannesburg; Hybrid; ZAR 400,000 - 600,000; Full time

Job summary

A global technology services provider is hiring a Knowledge Management Analyst in Johannesburg. This role focuses on curating and governing content to enhance knowledge reuse across teams. Candidates should possess excellent communication skills, strong stakeholder engagement abilities, and familiarity with ITIL processes. The position offers a hybrid working model and opportunities for growth within a diverse company culture.

Qualifications

• Experience with ITIL knowledge processes is advantageous.
• Comfortable working to deadlines in a global environment.
• Skilled in translating technical concepts into business-friendly language.

Responsibilities

• Define and maintain taxonomies, metadata, and content models.
• Plan and execute quarterly content refreshes, coordinate SME reviews.
• Support proposal teams with high-quality, compliant content.
• Onboard SMEs and develop contribution guides.
• Track usage, identify gaps, monitor quality signals using dashboards.
• Collaborate with Service Management teams to integrate knowledge.
• Enforce content permissions, data privacy standards.

Skills

Excellent written and verbal communication skills

Strong stakeholder engagement

Ability to manage multiple urgent tasks

Business acumen

Self-driven and proactive

Detail-oriented and organized

Experience maintaining knowledge repositories

Proficient in Microsoft 365

Education

Bachelor’s degree in Information/Knowledge Management

ITIL v4 certification

Tools

Power BI

SharePoint

Confluence

Microsoft Teams

Job description

Overview

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Job Profile Summary
NTT DATA’s Global Cloud Services Division accelerates client journeys across AWS, Azure, Google Cloud, and hybrid platforms. We are hiring a Knowledge Management (KM) Analyst, based in South Africa, supporting to make high‑value knowledge easy to find, trust, and reuse—enabling pursuit teams to respond faster and with higher quality. This role involves curating reusable content (e.g., service descriptions, case studies, solution patterns, resumes, win themes), governing the content lifecycle, and using analytics to drive engagement and continuous improvement. The ideal candidate combines strong content development skills, structured taxonomy and metadata expertise, stakeholder facilitation, and a data-driven mindset. Familiarity with ITIL and ITSM knowledge processes is advantageous.

Key Responsibilities

• Structure & Findability: Define and maintain taxonomies, metadata, and content models. Ensure version control, compliance, and accessibility of content.
• KM Operating Rhythm: Plan and execute quarterly content refreshes, coordinate SME reviews, and manage content retirement, archiving, and audit trails.
• Pursuit Enablement: Assemble starter packs for common deal types (e.g., cloud migration, managed services, app modernisation). Support proposal teams with high-quality, compliant, and brand-aligned content.
• Contributor Coaching & Adoption: Onboard SMEs, develop contribution guides, host office hours and roundtables, and close feedback loops.
• Analytics & Continuous Improvement: Track usage, identify gaps, and monitor quality signals using Power BI dashboards. Publish monthly KM reports and prioritise content backlogs.
• Workflow Automation: Use Power Automate and GenAI to summarise source materials, deduplicate content, and streamline review/approval processes.
• Enterprise Knowledge Integration: Collaborate with Delivery and Service Management teams to cross-link or syndicate relevant knowledge (e.g., ITSM KB articles, incident/problem learnings) for pre-sales use.
• Compliance & Confidentiality: Enforce content permissions, data privacy standards, and brand/style guidelines.

Knowledge & Skills

• Excellent written and verbal communication skills.
• Strong stakeholder engagement and facilitation capabilities.
• Ability to manage multiple urgent tasks in high-pressure environments.
• Business acumen and commercial awareness.
• Self-driven, proactive, and committed to success.
• Strong persuasion and influencing skills.
• Detail-oriented, organised, and meticulous.
• Experience maintaining knowledge repositories (e.g., SharePoint, Confluence).
• Skilled in translating technical concepts into business-friendly language.
• Proficient in Microsoft 365 (Word, PowerPoint, Excel), SharePoint, Teams, and Power BI.
• Comfortable working to deadlines in a global environment.

Qualifications & Certifications

• ITIL v4 certification or equivalent knowledge of ITSM processes and lifecycle.
• Bachelor’s degree in Information/Knowledge Management, IT, Communications, or a related field (or equivalent practical experience).

Competency Framework

• Knowledge Management & Curation: Maintain reusable bid content and ensure accuracy and findability through SME collaboration.
• Cloud Solutioning Awareness: Understand cloud architectures and translate technical content into client-relevant business value.
• Bid & Proposal Support: Provide tailored RFx starter packs and high-quality responses to reduce turnaround time.
• Stakeholder Engagement: Facilitate collaboration and feedback loops; host KM roundtables to capture lessons learned.
• Content Analytics & Insights: Use Power BI to track asset usage and effectiveness; report impact and identify improvement areas.
• Tool Proficiency: Leverage GenAI, SharePoint, CRM, and Power Automate to manage content and workflows efficiently.

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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