Our Client
Our client is a leading player within the Australian telecommunications sector.
Your New Role
The Knowledge Analyst is responsible for organizing and executing tasks and projects that contribute to the Customer Knowledge Management strategy specific to their portfolio. The position of Knowledge Analyst reports to the Knowledge Management Portfolio Manager in Knowledge Management and is accountable for:
- Promoting and driving adoption and use of knowledge management tools and techniques across channels aligned to KM best practice
- Contributing to the effectiveness of KM programs and activities
- Representing and ensuring the knowledge needs of each channel / LOB are met on programs including creation and execution of the knowledge management plan and providing post implementation support to ensure new knowledge is captured, transferred, documented and published for reuse
- Preparation of knowledge management plans, policies and procedures (Program and non program driven)
- Providing SME for queries by staff by utilizing knowledge bases, networks, communities of practice and other sources
You Bring to the Role
- 5+ years' experience in a Major Telco industry, IT, Contact Centre, Retail or similar environment
- Experience in Knowledge Management environment
- Degree in Information Architecture, Knowledge Management, Computer Science or related field
- Project Management
- Previous experience with understanding portals, system design, collaboration, discussion forums, intranet management, content management, information design, blogs, tagging, web analytics, social networking, content retention
