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HarveyNash

Knowledge Management Specialist

Pay: $30–$35/hr

Posted: 4 weeks ago

Location: Peoria, IL (Onsite)

Last Updated: 2 days ago

Hours: Full-Time

Expires: 10/11/2026

Job Description

Knowledge Management Specialist HarveyNash - 5.0 Peoria, IL Job Details Contract $30 - $35 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Vision insurance Qualifications Knowledge management Customer behavior analysis Interpersonal skills Business analysis Master's degree Online articles Salesforce Cloud Business intelligence tools Behavior analysis Customer website behavior analysis Customer service knowledge base Content management CRM system proficiency Online help documentation

Full Job Description Job Title:

Knowledge Management Specialist Location:

Peoria, IL (Onsite)

Duration:

12 months Job Description Position Contributions to

Work Group:

More specific title would be Knowledge and Insight Analyst.
Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise.
Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience.
Will lead knowledge efforts for our Client Digital Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date.

Education & Experience Required:

5+ years' experience in this capacity
Degree is nice to have but not required.
2+ years combined experience working within a contact center environment developing knowledge articles for frontline agents
Let's stay away from candidates with master's degree or Ph.

Required Technical Skills:

(Required)

Collaborate with team members on building front line agent processes.
Develop, build, and refresh knowledge articles.
Attend necessary business meetings.
Analyze customer behavior data and make recommendations.
Tool testing (salesforce tool, Power BI and Google Analytics (Desired)
Customer service background a plus.
Experience analyzing data via Power BI dashboards and/or google analytics. Soft Skills (Required)
Must possess superior human relation skills and excellent verbal and written communication skills.
Internally motivated, proactive, and eager to learn

Pay:

$30.00 - $35.00 per hour

Benefits:

401(k) Dental insurance Health insurance Vision insurance

Work Location:

In person