SUMMARY OF JOB RESPONSIBILITIES AND REQUIREMENTS JOB TITLE

: Knowledge Management Analyst

REQUISITION ID

CUS00J7

DEPARTMENT :

Training & Knowledge Management

Wichita Service Center or Raytown Customer Care Center

LOCATION

: Wichita, KS or Raytown, MO

PAY RANGE
:

Knowledge Management Analyst I:

$54,400

$68,000

Knowledge Management Analyst II:

$66,600

$83,200 Sr.

Knowledge Management Analyst:

$75,300

$100,400
Scheduled Work Hours:
Monday
Friday, 8:00 a.m.
5:00 p.m. (additional hours as required)
Summary of Primary Duties and Responsibilities:
The Knowledge Management (KM) Analyst is responsible for maintaining the integrity of knowledge assets supporting Customer Operations.

The KM Analyst serves as a subject matter expert of the KM application and provides the day-to-day production system support to end users across multiple business units. This position investigates production concerns and partners with IT and supplier technical teams for resolution. The KM Analyst drives the design and development of content and the knowledge experience. They provide analysis of new/forming business processes and procedures to produce high quality end-user documentation through strong partnerships and collaboration. The KM Analyst is responsible for creating and maintaining knowledge governance to ensure a single source of truth is recognized. End-user feedback and system analytics are leveraged to continually enhance content delivery. The KM Analyst participates on projects and initiatives and contributes to change management by identifying key impacts and developing communication to support the end-users through implementation.

Education and Experience Requirements:

A Bachelor's degree in Business, Communications, or a related field is preferred. Relevant experience may include customer operations support, content creation, communications, training support, and change management. Entry level through Sr level candidates will be considered, with the level determined based on the selected candidate's qualifications, skills, and relevant experience.

Skills, Knowledge, and Abilities Required:

Strong critical thinking, written communication and editing skills. Highly proficient in communicating complex concepts in tangible, easily understood terms. High attention to detail. Ability to understand risks and impacts to suggested process changes. 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