Knowledge Management Analyst

at  UNIJOBS

CRM KNOWLEDGE MANAGEMENT ANALYST

Unijobs on behalf of our public sector client have a requirement for a CRM Knowledge Management Analyst to join their team. The duration of the post is initially 6 months with possible extensions thereafter.
Working 35 hours per week the successful candidate will be employed as an agency employee and will be paid an hourly rate of €29.87 based on an annualised salary of €54,548 and will accrue 30 days’ annual leave per year. Flexible - Hybrid working will apply (The successful candidate must be available to attend onsite when required).
The successful candidate must have a full Driving Licence with their own transport to fulfil the requirements of the role as this post will involve travel.

EXPERIENCE:

• A third level qualification.
• Technical skills and knowledge understanding.
• A minimum of 3 or more years in a similar role.
• Good understanding of knowledge management principles.
• Sufficient experience in a strong customer focus orientated environment.
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
• Team player with a focus on continuous improvement.
• Be a highly organised individual with excellent time management skills; highly flexible individual who can handle deadlines and unplanned requests for quick action or response.
• Excellent written and verbal communication skills demonstrating a command of the English language
• Preferred experience working in financial services support background.
• Prior experience in customer Service and / or Help Desk environment.
• Sufficient experience of creating and maintaining knowledge repository.
• Sufficient experience of usage data to determine KMS effectiveness and gaps.

• Collaborate with cross-functional teams to analyse and synthesise complex data, providing insights and recommendations for process improvement.
• Work with stakeholders to translate technical content into easy to consume user documentation and FAQ’s.
• Assist in the development and maintenance of knowledge databases and systems, ensuring efficient organisation and accessibility of information.
• Support the development and maintenance of knowledge databases and systems to facilitate easy access to information and version control.
• Organise, write, edit, and produce documentation for Help Desk and customers.
• Establish relationships with staff to promote awareness of Knowledge management initiatives.
• Develop and maintain documentation templates to align with standards and best practice.
• Perform scheduled reviews to evaluate existing documentation and make recommendations for improvements to documentation and KMS system.
• Coordinate and implement quality-control activities required to ensure the accuracy and adequacy of documentation, including peer and final reviews, editing for compliance with all applicable specifications and standards, validation, and change verification.
• Define, document, and monitor baseline knowledge management performance metrics and key performance indicators.
• Build and maintain relationships with stakeholders, team members, other teams, colleagues and customers.
• Participate in calibration sessions to ensure consistency in internal evaluations.
• Foster a positive team culture and positive and engaging learning environment.