Citigroup, Inc

Knowledge Management Business Analyst

Citigroup, Inc • $93K — $140K *
Jacksonville, FL 32210In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 6-10 years in knowledge management or related fields
  • Experience with enterprise knowledge management platforms
  • Strong business analysis skills
  • Familiarity with tools like How2 and Confluence
  • Proven leadership and relationship-building skills
  • Service-oriented mindset for user experience
  • Ability to manage multiple priorities
  • Excellent communication skills for diverse audiences
  • Bachelor's degree required; Master's preferred

Responsibilities

  • Partner with teams to integrate knowledge management functions
  • Provide expertise on knowledge management principles
  • Define scope for high-impact initiatives through analysis
  • Collaborate on content standards and taxonomy frameworks
  • Maintain knowledge base structure and accuracy
  • Evaluate evolving knowledge management technologies
  • Identify risks in knowledge gaps and content quality
  • Advise junior analysts and content contributors
  • Analyze challenges to enhance user experience
  • Influence strategic decisions with data-driven insights

Benefits

  • Medical, dental, and vision coverage
  • 401(k) plan
  • Life, accident, and disability insurance
  • Wellness programs
  • Paid time off including vacation and sick leave
  • Paid holidays
Full Job Description
Job Description

The How2 Knowledge Management Business Analyst is a strategic professional who stays abreast of developments within the knowledge management field and contributes to directional strategy by considering their application in their own role and across the enterprise. Recognized as a subject matter authority for knowledge management practices and the How2 platform within the business. Requires solid commercial awareness and an understanding of how enterprise knowledge drives operational effectiveness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence, and convince others, in particular colleagues in other areas and occasional external stakeholders. The How2 Knowledge Management Business Analyst delivers significant impact through the design, governance, and continuous improvement of the enterprise knowledge management platform, ensuring that knowledge assets are accurate, accessible, and actionable. Provides advice and counsel related to knowledge strategy, content governance, and platform capabilities. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:
  • The How2 Knowledge Management Business Analyst is responsible for partnering with multiple business and technology teams to ensure the appropriate integration of knowledge management functions across the enterprise; identify and define necessary platform enhancements; analyze existing knowledge structures and content gaps; and recommend and implement solutions that improve knowledge accessibility and quality.
  • Provides deep expertise in knowledge management principles and an advanced understanding of the How2 platform's capabilities, architecture, and governance model.
  • Formulates and defines scope and objectives for complex, high-impact knowledge management initiatives through in-depth analysis of business processes, content workflows, and enterprise knowledge needs; documents requirements and translates them into actionable platform configurations or enhancements.
  • Partners with multiple business areas and technology teams to ensure appropriate integration of knowledge management functions, content standards, and taxonomy frameworks to meet organizational goals.
  • Works closely with Product Owners, Subject Matter Experts, and Content Stewards to determine, document, and maintain knowledge base structure, content accuracy, and lifecycle governance requirements.
  • Evaluates the implications of evolving knowledge management technologies and industry best practices, and recommends adoption strategies relevant to the How2 platform and the broader enterprise environment.
  • Identifies risks related to knowledge gaps, content quality, data integrity, and platform adoption; communicates impact to stakeholders; and proposes mitigation strategies to ensure a reliable and trusted knowledge ecosystem.
  • Acts as an advisor or coach to new or junior knowledge management analysts and content contributors; allocates work and provides guidance on platform standards and best practices.
  • Provides in-depth analysis with interpretive thinking to identify knowledge management challenges and develop innovative solutions that enhance user experience, content discoverability, and platform utilization.
  • Directly impacts the business by influencing strategic knowledge management decisions through advice, counsel, platform insights, and data-driven recommendations on content performance and adoption metrics.
  • Persuades and influences stakeholders across all levels through strong communication, diplomacy, and a clear articulation of the value delivered by an effective enterprise knowledge management platform.
  • Performs other duties and functions as assigned.
  • Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Recommended Qualifications:
  • 6-10 years of experience in knowledge management, business analysis, or a related field, with demonstrated involvement in enterprise knowledge management platform initiatives.
  • Proven experience designing or governing knowledge management platforms, including taxonomy development, content lifecycle management, and search optimization.
  • Strong business analysis skills, including requirements gathering, process mapping, user story development, and stakeholder management across complex, cross-functional environments.
  • Familiarity with enterprise knowledge management tools and platforms such as How2, Confluence, ServiceNow Knowledge Management, or similar systems.
  • Demonstrated leadership, interpersonal skills, and relationship-building skills, with the ability to engage and align diverse stakeholder groups around knowledge strategy.
  • Service-oriented attitude with a commitment to improving the end-user knowledge experience and driving measurable platform adoption.
  • Ability to work in a fast-paced environment, managing multiple knowledge management workstreams and priorities simultaneously.
  • Experience leading or supporting requirement gathering efforts for large-scale knowledge platform implementations or migrations.
  • Proficient in using knowledge management and collaboration tools, analytics dashboards, and content management systems.
  • Excellent interpersonal and communication skills, with the ability to translate complex knowledge management concepts into clear guidance for both technical and non-technical audiences.

Education:
  • Bachelor's/University degree; Master's degree preferred.


Job Family Group:
Operations - Core

Job Family:
Business Planning & Analysis

Time Type:
Full time

Primary Location:
Jacksonville Florida United States

Primary Location Full Time Salary Range:
$93,440.00 - $140,160.00

In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills
Please see the requirements listed above.

Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.

Anticipated Posting Close Date:
Jul 08, 2026

About Citigroup, Inc

Citigroup is a financial services holding company that provides financial products and services. The company operates through two segments, Global Consumer Banking (GCB) and Institutional Clients Group (ICG). The GCB segment offers traditional banking services to retail customers through retail banking, commercial banking, Citi-branded cards, and Citi retail services. The ICG segment offers various banking, and financial products and services to corporate, institutional, public sector, and high-net-worth clients. This segment provides wholesale banking products and services, including fixed-income and equity sales and trading, foreign exchange, prime brokerage, derivative services, equity and fixed-income research, corporate lending, investment banking, and advisory services, private banking, cash management, trade finance, and securities services. Citi is committed to sustainability and social responsibility, and the company invests in initiatives that promote economic progress.

Citigroup, Inc Careers

Join the vibrant team at Citigroup, Inc, a leading global bank, and propel your career into the future. Citigroup offers a plethora of job opportunities that span across various fields and expertise, making it an ideal place for ambitious professionals to thrive.

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At Citigroup, Inc, you will engage in exciting work that matters. Join our team to help innovate and drive transformation in the banking industry. With Citigroup, you can lead initiatives that redefine how banking works and how financial services can empower people globally.

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We believe our strength comes from the diversity of our team. Citigroup, Inc is dedicated to fostering an inclusive workplace where everyone can contribute their best work. Through diversity training and a culture that embraces differences, we create a welcoming environment for all employees.

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Citigroup, Inc values the well-being of its employees. We offer competitive benefits packages that support the health, finance, and lifestyle of our team members. Our culture is built on collaboration, respect, and a commitment to excellence. We ensure that every team member feels valued and part of our global family.

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Start your professional journey with Citigroup through our internship programs or full-time job opportunities. We are constantly hiring fresh talent and seasoned experts who bring creativity and innovation to our team. Whether you're refining your skills or ready to lead, there's a position waiting for you at Citigroup.

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Citigroup, Inc is where your ambition meets opportunity. Join us and transform your career while making a global impact.
Learn more about Citigroup, Inc
Market Cap
$1.3 billion
Industry
Finance & Insurance
Net Income
$89.6 million
Founded
1812
5 Year Trend
+4.6%
NASDAQ
C
* Ladders Estimates

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