What are the responsibilities and job description for the Knowledge Management Analyst position at Applicantz?
Hybrid job in Fremont (ZIP 94538). Regular shift: M-F, 8 to 5 PM
We are looking for a Knowledge Management (KM) Administrator to support the day-to-day operation, support, governance, and continuous improvement of knowledge management services and processes within the Customer Support Business Group.
Roles and Responsibilities:
- Manage shared support inboxes and service requests.
- Respond to internal and external inquiries within committed service levels.
- Perform quality assurance reviews and maintain content accuracy.
- Administer users, roles, permissions, and access controls.
- Coordinate and manage content translations as required.
- Verify adherence to business processes and identify improvement opportunities.
- Document support procedures and ensure compliance across support teams.
- Build, maintain, and optimize knowledge bases to enable self-service and agentic support capabilities.
- Develop dashboards, reports, and analytics to measure user engagement, value realization, and support effectiveness.
- Monitor support performance metrics and recommend operational improvements.
- Drive continuous improvement initiatives that enhance knowledge management services, processes, and user experiences.
Skills Required:
- Ability to develop / specify reports in Power BI
- Use of AI tools (Co-Pilot)
- Minimum of 2 years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent work experience.
- MS Office
- Strong attention to detail.
- Ability to work effectively cross-functionally.
- Ability to define and resolve problems.
- Ability to work independently and meet deadlines.
- Strong communication skills with team members and stakeholders.
Preferred Skills:
- Content Management System
- Product Lifecycle Management
Salary : $55 - $62