Knowledge Analyst - Workspace

Minimum Knowledge, Skills and Abilities Required:

• 1-2 Years of related experience and/or associate degree with a technical specialization.
• Beginner-to-intermediate level understanding of technical documentation, including writing, editing, and publishing. Background in IT Support or Procedure is preferred.
• Any experience or certifications in IT Support, Six Sigma, KCS, or ITIL highly desired.

Core Function:

The Knowledge Analyst is a key member of the Workspace Knowledge Team, engaged in the analysis and documentation of critical domain information that drives all of our business initiatives. This role is responsible for writing, editing, publishing, and maintaining knowledge documentation and accompanying training for consumption by frontline support workers. Knowledge Analysts employ Knowledge Centered Support (KCS) methodologies to develop standardized processes. This role reports to the Workspace Knowledge Manager.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.

• Meet with stakeholders from across organizations to probe IT process.
• Analyze both client and internal procedure for service improvement opportunities.
• Write, edit, and publish documentation related to established process.
• Maintain Knowledge Bases hosted both internally and externally.
• Learn and execute on Knowledge Centered Support methodologies for Knowledge Lifecycle Management.
• Engage in client onboarding projects to complete knowledge discovery and transfer.
• Assist in establishing a training process adjacent to new or existing knowledge documentation.
• Collaborate with Service Tower Leadership to identify opportunities or gaps in existing knowledge documentation.

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multimedia; use hands to handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with

colleagues, Clients and Vendors. Employees must maintain composure in a fast paced, high-quality environment where personal and team accountabilities are the defining factors.

General Office Environment

Work is generally sedentary in nature, but may require standing and walking for up to 15% of

the time. Work is generally performed within an office environment, with standard office equipment available.

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.