Knowledge Management Analyst

Summary

Join Omnidian, a fast-growing tech-enabled service company, as a Knowledge Management Analyst. You will be responsible for developing, implementing, and maintaining knowledge management systems to improve organizational efficiency, collaboration, and customer empowerment. Working with various departments, you will capture, organize, and disseminate critical knowledge. Your work will impact the management of knowledge content, focusing on customer experience, data-driven analysis, and cost savings. You will influence knowledge lifecycle and discovery across teams. This role offers opportunities to collaborate, lead, and drive improvements in knowledge management processes.

Requirements

• Excellent written communication skills
• Knowledge Management (4+ years)
• Excellent writing skills associated with step-by-step how-to content that outlines business processes and high-level use of tools that enable them
• Skills in experiential and experimental approaches to knowledge navigation, discovery, and integration in the support workflow
• Informational architecture and internal SEO practice skills that drive discovery at that right time in the support experience
• Goal- and data-driven (quantitative & qualitative) improvement decision-making and planning skills to support quality and efficacy of agent- and homeowner-facing knowledge
• Program/Change envisioning, design, management and thought-leadership skills for multiple knowledge and knowledge tool projects driven across teams
• Cross-functional collaboration toward shared goals with Resi Ops, Field Services, CX, Process, Product/Engineering teams
• Operational and practical understanding of Knowledge Management Systems and Customer-facing knowledge web portal systems

Responsibilities

• Develop and manage knowledge management systems and tools to capture and organize organizational knowledge
• Collaborate with departments to identify knowledge needs and ensure effective knowledge sharing
• Create and maintain documentation, including best practices, procedures, and some just-in-time training materials
• Facilitate knowledge sharing sessions and workshops to promote a culture of learning and collaboration
• Monitor and evaluate the effectiveness of knowledge management initiatives and systems
• Analyze knowledge gaps and work with teams to develop solutions to address them
• Stay current with industry trends and emerging technologies related to knowledge management
• Provide training and support to employees on knowledge management tools and practices
• Assist with maintaining organizational resources (Style Guide, Acronym List)
• Create & maintain organizational knowledge for Residential Operations content in Knowledge Management System utilizing documentation & content authoring techniques
• Perform analysis on information usage data from KMS to determine knowledge effectiveness & gaps for assigned user groups
• Work with the content owners/SME’s to ensure that knowledge assets are up-to-date, including customer-facing portal content
• Creating/Maintaining/Reviews of Knowledge Articles
• Report on Knowledge Article uses and improving content
• Manage and direct federated resources from all areas of the business to ensure accurate, integrous/consistent, transparent, and speedy knowledge management processes
• Ensure clear communication with all affected parties on progress and timelines of knowledge-related projects
• Support continuous improvement by delivering good Knowledge Management and Information Architecture, and high quality data in our KM and CRM systems
• Creating, maintaining, and updating knowledge management documentation to include training materials, support materials, and self-service materials
• Create Knowledge Management (KM) and/or Knowledge Articles (KA) for new and gap processes to identify when a standard approach is needed
• Conduct a quarterly review and maintain an inventory of Knowledge DataSets to ensure there is an inventory relevant articles consistent with the current business and systems operating environment
• Create knowledge articles to facilitate systems transitioning from development to production
• Ensure all technical documentation (including O&M Manual, SOPs, etc), training materials, and knowledge articles are documented and kept in a centralized, shared repository
• Recommend improvement of existing critical SOPs and any documentation unique to response operations
• Engage users to improve their understanding and reinforce their knowledge of Residential Ops systems through on-demand training

Preferred Qualifications

• Training development
• Operations supervision/leadership
• Excellent verbal communication skills
• CRM Systems

Benefits

• Most of our roles offer the opportunity to work remotely
• If you are in the Seattle area, we offer a vibrant office space in the historic and beautiful Smith Tower, in the heart of Pioneer Square
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
• Comprehensive Benefits: We've got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents
• Performance Bonus: Because exceptional work deserves exceptional rewards. Eligibility begins after 90 days
• Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options
• Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success