Knowledge Management Senior Project Analyst

Less than 5 years experience  •  Retail / Diversified

Salary depends on experience
Posted on 10/30/17
Toronto, ON
Less than 5 years experience
Retail / Diversified
Salary depends on experience
Posted on 10/30/17

The Knowledge Management (KM) Senior Project Analyst role will be based out of Toronto within the KM Solutions group in the Knowledge Management & Front Line Communications team of the Digital organization, reporting to the Senior Manager, Unified Knowledge Tools.   

As the Knowledge Management Senior Project Analyst, you will be supporting projects that improve the resolution of customer issues for our front-line agents.  You will also be responsible for projects that improve the KM system functionality through defining requirements and communicating change.  You’ll be a key member of the team working on various content projects relating to content strategy, and be the first point of contact for issue resolution. You have a passion for data: You love to generate it, you use it to make informed decisions for change.  You are also experienced at establishing and maintaining relationships with stakeholder groups.


•Identification and development of requirements for resolution and system enhancements
•Working with IT to elaborate and validate solutions
•Translation of business needs into technical requirements
•Creation of CSS/HTML to support Knowledge Management user interface
•Consult with change management teams to provide solution details to change management teams to drive adoption and acceptance of solutions
•Supporting the Search Optimization Manager in SEO activities
•Supporting the Reporting Analyst with simple SQL queries
•Development and maintenance of Answer Flows (Guided knowledge delivery/resolution)
•Consult on project impacts to Knowledge Management roadmap
•Documentation of system functionality in an easy-to-understand manner


Required Qualifications:

•4+ years performing requirements analysis in a large company
•Ability to talk fluently between business and IT and explain complex issues in simple terms
•4+ years working with large volumes of data to identify patterns and trends within a SQL / MS Access environment
•Experience with creating and maintaining MSProject files on long-term, complex projects
•Strong Knowledge of SDLC
•Strong verbal and written communication skils
•Experience with Content Management Systems and their maintenance
•Knowledge of content management system fundamentals
•Experience training users on functionality enhancements
•Critical thinker with strong problem solving skills


Good to have:
•Work experience with Oracle Knowledge / Inquira
•Understanding of call centre work environments
•UNIX and FTP experience


  Schedule: Full Time Shift: Day Length of Contract: Not Applicable (Regular Position) Work Location: 333 Bloor Street East (012), Toronto, ON  Travel Requirements: Up to 10% Posting Category/Function: Project Management & Communications Requisition ID: 111314  

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