Knowledge Optimization Analyst
Gap
About the Role
As a Knowledge Management Analyst within the Contact Center, you will be an individual contributor responsible for creating, organizing, and sharing company information within the Knowledge Base platform. You will collaborate with cross-functional teams to ensure accurate, customer-centric information flow. This hands-on role involves supporting AI tool implementation to enhance article understanding and improve customer resolutions. The ideal candidate thrives in a dynamic environment, eager to shape and evolve the role, and is curious about exploring new solutions and technology. You will play a tactical part in reimagining our knowledge base and contribute to redefining and building our knowledge management practices.What You'll Do
What You'll Do
- Manage Knowledge Content
Create, curate, and store knowledge content, SOPs, and training materials
Complete regular audits for accuracy and accessibility
Apply templates to existing knowledge content
Reengineer existing content to accommodate AI learning
Collaborate across the organization to gather and filter information
Solicit and implement end-user feedback submissions
Manage Adjacent Communication
Create, maintain, and moderate posts on real-time message boards in sync with the knowledge base platform
Manage groups and membership for message boards
Create and maintain impactful homepage banners to advertise content
Strategy
Participate in strategic discussions and offer valuable insights to advance our knowledge strategy
Collaborate with Tech business partners on knowledge base functionality, performance, and enhancements
Who You Are
Who You Are
Experience in knowledge management systems
Familiarity with AI Chat bots and prompting
Strong written and verbal communication skills
Salesforce and Contact Center experience a plus