Knowledge Management Analyst

THE ROLE:

We are looking for a Knowledge Management Analyst to help develop and maintain a clear, structured, and easy-to-use knowledge base for our Service operations. In this role, you will drive knowledge sharing across different areas, ensuring that documentation, guides, and learning materials stay accurate, accessible, and useful. Your work will help teams resolve issues faster, support new product releases and continuously improve operational processes.

WHAT YOU'LL DO:

• Maintain accurate, high-quality, and searchable knowledge base content for both internal and external users
• Connect teams across Operations to ensure the right knowledge and resources are shared
• Track knowledge base usage and measure the impact and efficiency of documentation and learning materials
• Coach and promote knowledge sharing practices across the Service area
• Plan, test, and implement tools and processes that improve how knowledge is created and maintained
• Create and manage structured documentation such as guides, FAQs, and training materials
• Support continuous improvement by identifying outdated content, improving knowledge workflows and constantly seeking for better solutions

WHAT YOU'LL BRING:

• Experience working with knowledge management, training or LMS programs
• Strong written and spoken English skills
• Experience using data visualization tools and creating educational content such as tutorials or guides
• Ability to communicate complex information clearly to audiences with different skills
• Strong prioritization, organization, and time management skills
• Excellent communication and interpersonal skills
• Experience managing projects and presenting information to stakeholders

IT WILL BE A BONUS IF YOU HAVE:

• Knowledge and experience with ITIL 
• A portfolio including documentation, how-to guides, video tutorials, or FAQ resources

We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location.

One team, being brave, driving change

Let us know when you apply if you need any assistance during the recruiting process due to a disability.