Knowledge Analyst - Sligo

24 Sep 2018
25 Oct 2018
Job role
Full Time - Permanent - Sligo Morgan McKinley are delighted to be partnering with Eir to assist in the recruitment of a Knowledge Analyst in Sligo. The Knowledge Analyst will report into the Knowledge Management Manager with responsibility for the creation of content specific to our frontline agents and digitally available to Eir customers through my eir "Help and Support" pages. Working closing with change management team to understand changes, Allocating article requests to our authors throughout the business and reviewing material to ensure it's aligned with our knowledge style guide before requesting approval from business and change owners. Responsibilities Work closely with product development, customer support, product management and various other teams across eir and HCL to communicate change and develop high-quality documentation for both frontline agents and eir customers. Draft and edit content through the Knowledge Management tool (Verint) to agreed style guides and governance process. Ensure company tone of voice is adhered to in all articles. Act as super user for the knowledge management system in Verint and assist agents and trainers as required. Mentor the Knowledge management champions and authors to ensure articles are scheduled appropriately and completed to the required standard. Maintain content for and manage multiple projects simultaneously; learn the products and work as an integral part of the product team. Administrate the knowledge management system and complete regular reporting on agent adoption. Experience 2 years of professional writing experience. Demonstrated success at learning and explaining business processes. Proven ability to work independently or in ambiguous circumstances. Good judgment and open communication. Ability to prioritise and manage multiple stakeholder needs in a fast paced environment. Excellent communication skills, both written and verbal are critical. Strong customer service, interpersonal and team collaboration skills are essential. Strong attention to detail. Working Hours Hours of operation may vary in line with business requirements   Salary and Benefits This role offers excellent Career progression opportunities, a competitive salary and benefits