Knowledge Management Analyst

GNC   •  

Pittsburgh, PA

Industry: Retail & Consumer Goods


5 - 7 years

Posted 183 days ago

This job is no longer available.

Job Summary

The Knowledge Management Analyst role supports complex, multi-disciplinary projects, processes and procedures. The position will support multiple initiatives with internal customers and will be a critical component of ushering documentation deliverables through an entire project lifecycle and knowledge management review cadences. This includes self-management skills to maintain deliverables, identifying risks and clearly communicating progress to stakeholders. The support documentation may include references, knowledge articles, training manuals, FAQs, Standard Operating Procedures, conceptual diagrams, process flows, data models, prototypes, user interface designs, use cases, and screen layouts. Additionally, you will need to review, update, and edit existing documentation for structural consistency, technical accuracy, clarity, grammar and spelling to ensure that documentation meets company standards.

This role will work closely with the various IT Teams including the Service Desk, Store Deployment, Engineering, Security, Compliance, Internal Audit as well as other stakeholders to analyze, define, and verify current and future solutions and acceptance.

You will perform, on an ongoing basis, quality reviews, rewrites, and editing of a wide-range of documentation.

Essential Duties and Responsibilities

  • Ability to observe technical processes and relay the information in non-technical translation inserting easy-to-follow text, graphics, audio and/or guides for online or cataloged help as applicable. Technical material development includes Standard Operating Procedure (SOP) manuals, Processes, appendices, operating and instructional training documentation and frequently asked questions
  • You will help to prepare training materials (user guides, quick reference, self-help/online documentation and training guides) and provide software training to customer both on-site and at regional locations.
  • Create and maintain the information architecture with a defined cadence for review and retention
  • Produce documentation that meets applicable standards and is appropriate for the intended audience
  • Ensure fields flow in the correct sequence
  • Collaborate with subject matter experts and key stakeholders to identify and address gaps in documentation
  • Manage documentation remediation activities working with subject matter experts to drive to resolution
  • Standardize content across platforms and media
  • Work with Management & Leadership teams to prioritize business and information needs
  • Ensure Knowledge Repository in Accurate and Relevant

Job Specifications

Collaboration with individuals who are contributing knowledge articles; leading the conversations as appropriate

  • Outstanding technical writing, structuring, editing and proof-reading skills
  • Strong ability to work in a team environment, as well as independently when required
  • Must have solid skills working with computers and especially with Microsoft Office products (Word, Excel, PowerPoint, Project, Visio), Camtasia, Adobe Acrobat, and Photoshop software
  • Able to author clear, detailed, professional, and visually well-designed technical documentation, for example help guides, training videos, and training manuals
  • Ability to quickly learn and understand complex analytical software and concepts
  • Knowledge of facilitation techniques and experience delivering classroom training with strong presentation skills
  • Experience working with technical staff and customers
  • Ability to quickly adapt to new style standards
  • Aptitude for quickly understanding a wide array of products and software
  • Researches, evaluates and enhances the organization's most complex processes in order to maximize efficiency, minimize waste and costs, and improve output
  • Gathers data quantifying production efficiency. Conducts business diagnostics to identify, quantify and prioritize value creation projects
  • Proactively works to identify potential process inefficiencies or obsolete processes/technologies
  • Uses metrics to demonstrate the impact implemented changes have made to the organization, may work with line of business management to ensure that transition is smooth and effective
  • Recommends effective ways to improve quality and/or minimize process waste
  • Demonstrated knowledge managing control descriptions and narratives (compliance documentation, testing results, SOPs, etc.)
  • Experience with communication between senior leadership, operational teams, development teams and compliance teams
  • Experience with development of presentation materials and overall presentation skills around technology and compliance
  • Experience applying process improvement techniques
  • Minimum five years of experience as a Knowledge Management Specialist
  • Minimum of Bachelor's Degree in Information Management, Communication or related discipline (or work equivalent)
  • Requires strong attention to detail, organizational skills, and excellent communications skills.
  • Superior communication (oral and written) and excellent organizational skills
  • Ability to work with a wide variety of colleagues
  • Command of technical terms and vocabulary used in the field
  • Ability to work under pressure and meet deadlines
  • Assertive individual, self-motivated to achieve consistent performance improvement for self and for established processes
  • Problem solving, troubleshooting, and analytical skills with the ability to define problems (both technical and departmental), collect data, establish facts and draw valid conclusions
  • Understanding and knowledge of specialty retail systems and processes
  • Demonstrated ability to take initiative; pursuing goals with commitment, passion and energy
  • Proven working experience in technical writing and data analytics
  • Interpersonal skills required to deal politely, courteously and patiently with all personality types