Technical Knowledge Analyst
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The technical knowledge analyst is accountable to produce technical articles & support knowledge management adoption across the organization. Knowledge management
1. Support the development, implementation & operations of knowledge management strategy & framework
2. Create/Translate & curate technical content from application &/ infrastructure experts into knowledge centre
3. Editing & proofreading content before publication to ensure clarity, grammatical accuracy & brand consistency
4. Optimising content according to SEO best practices to increase visibility & engagement
5. Managing content calendars & ensuring timeline publication of materials
6. Utilising content management systems to analyse website traffic & users engagement metrics
7. Updating knowledge centre content as needed & ensuring a cohesive digital presence
8. Engaging with online community & responding to comments or questions in a manner that reflects the brand voice
9. Monitoring content trends & staying up-to-date with advancements in content technology & platforms
10. Conducting proactive content audits to assess how well existing content is performing & to identify gaps or areas for improvements
11. Measuring the impact of content & campaigns, reporting on content benefits & adjusting strategies accordingly
12. Thinking about user experience & takes ownership for quality & accuracy
13. Facilitate technical exchanges, dissemination & coordination of knowledge & learning products through platforms, trainings/workshops, induction programmes, etc across knowledge management team & contributors
14. Collaborating with knowledge custodian, i.e. Jira, Confluence, etc, to ensure availability of knowledge management tooling
Work landscape:
1. Building, maintaining & improve knowledge management especially in group technology landscape
2. Knowledge management may also be extended to overall group level
1. Degree in related computer science principles
2. Must have 5 years’ experience in
- -Familiar with knowledge management tools, content management systems & databases -Ability to categorise, tag & structure information effectively -Hands on experience in application &/ infrastructure domain knowledge -Knowledge in banking or financial institutions technology landscape -Hands on technical content write-ups such as technical articles for incident & problem resolution, standard operating procedures & other technical contents -Application and/or infrastructure delivery & support processes -Hands on experience on application &/ infrastructure domain knowledge -Prior working experience as a system analyst or technical lead
3. Advantageous to have experienced in
- -Measuring effectiveness & efficiencies of knowledge & continuously improve to increase these measurements -Use of meta data for search engine & social media
4. Good knowledge processes
5. Critical thinking & able to resolve problems creatively
6. Proficient in using Jira & Confluence
7. Strong interpersonal & collaborative skills as well as highly effective communication skills
8. Organised, detail oriented & thorough
9. Strong desire to help improve processes & mentor others
10. Knowledge / certification in ITIL is advantageous