Knowledge Data and Systems Specialist (Associate) Responsibilities
- Assist with daily configuration, user profile management, and maintenance tasks to keep the knowledge platforms running smoothly and securely.
- Help implement approved changes and new features.
- Extract raw data and prepare standard reports and dashboards to track performance metrics and identify trends.
- Provide data driven insights into content usage and system health.
- Support the implementation of new platform features, configure new content templates following established guides, and assist with managing integration.
- Administer user access roles and permissions to control content visibility and manage content creation/editing rights.
- Assist with routine audits of search functionality, updating elements like synonyms and search boosting rules to improve basic search result relevance.
- Maintain, create, and update technical documentation for the platform's configuration and standard processes.
- Execute creation and scheduled distribution of standard reports and dashboards tracking performance and knowledge metrics and evaluation.
- Collect knowledge and performance data to identify potential content gaps.
- Support quantification of basic knowledge base impact, such as extracting data on ticket volumes before and after content releases.
- Assist A/B testing and change initiatives.
Qualifications
- Experience managing user profiles, system permissions, and system health to maintain a knowledge platform.
- Ability to resolve events/incidents on the platform.
- Experience in system maintenance and technical support in a knowledge management environment.
- Knowledge of access control administration and role based permissions.
- Experience in search optimization and data driven analysis.
- Strong documentation skills, maintaining and updating technical documentation.
- Proficiency in creating and distributing standard reports and dashboards.
- Experience in content gap analysis and data reporting.
- Experience with A/B testing and change management initiatives.