What are the responsibilities and job description for the Knowledge Management Specialist position at Harvey Nash?
We're Hiring: Knowledge & Insight Analyst 3
About the Role
Client’s Digital Support & Contact Center Operations team is hiring a Knowledge & Insight Analyst — a senior-level contributor responsible for building, refreshing, and governing knowledge articles that power a world-class customer and agent experience.
You'll join a focused team of 4 within the Training & Knowledge group, partnering with 3rd-party contact centers and internal stakeholders to make sure frontline agents always have accurate, actionable information at their fingertips.
Job Title: Knowledge & Insights Analyst 3
Location: Peoria, IL
Contract: 12 Months Contract
Pay Rate: $40.00 per hour on W2
What you’ll do:
- Identify knowledge article gaps and drive initiatives that deliver on Client’s brand promise
- Develop, build, and refresh customer-facing and agent-facing knowledge articles
- Create and maintain effective knowledge article templates for frontline agent use
- Collaborate with 3rd-party contact centers and internal partners to keep content current
- Build frontline agent processes alongside team members
- Analyze customer behavior data via Power BI and Google Analytics and make recommendations
- Conduct tool testing across Salesforce, Power BI, and Google Analytics platforms
What We’re Looking for
- Knowledge article development – 2 years in contact center
- Salesforce platform familiarity
- Google Analytics experience
- Contact center operations background
- Superior English verbal & written communication
- Power BI dashboard analysis
- Customer behavior data analysis
- Self-motivated, proactive work style
About us:
Harvey Nash is a national, full-service talent management firm specializing in technology positions. Our company was founded with a mission to serve as the talent partner of choice for the information technology industry.
Our company vision has led us to incredible growth and success in a relatively short period of time and continues to guide us today. We are committed to operating with the highest possible standards of honesty, integrity, and a passionate commitment to our clients, consultants, and employees.
We are part of Nash Squared Group, a global professional services organization with over forty offices worldwide.
For more information, please visit us at https://www.harveynashusa.com/
Salary : $35 - $40