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The infrastructure analyst for knowledge management is a role in Group Technology to create an environment that provides technology knowledge to enable technology demand, delivery & support / operations efficiencies & effectiveness.
The role will be working closely with internal technology teams to capture, review, publish & maintain accuracy of knowledge articles in the areas of application platforms, infrastructure & its corresponding standard operating procedures.
Key responsibilities are as follow:
Knowledge strategy
1. Implement & support strategies for knowledge management to meet organisational objectives & enhance knowledge flow across organisational units
2. Develop taxonomies, policies & procedures for knowledge management including guidelines for knowledge creation, retention & sharing to ensure effective & efficient use of knowledge
Infrastructure
1. Collaborate with infrastructure & application platforms to understand the end-to-end infrastructure service dependencies that provides a specific customer/user journey
2. Develop knowledge articles containing introductions, infrastructure map, breakpoints, backlogs & impacts across the infrastructure landscape
3. Understand & derive potential infrastructure SOPs to support monitoring, recovery & recurring procedures on functional areas
Knowledge governance
1. Editing & proofreading content before publication to ensure clarity, grammatical accuracy & brand consistency
2. Optimising content according to SEO best practices to increase visibility & engagement
3. Managing content calendars & ensuring timeline publication of materials
4. Utilising content management systems to analyse website traffic & users engagement metrics
5. Updating knowledge centre content as needed & ensuring a cohesive digital presence
6. Engaging with online community & responding to comments or questions in a manner that reflects the brand voice
7. Monitoring content trends & staying up-to-date with advancements in content technology & platforms
8. Conducting proactive content audits to assess how well existing content is performing & to identify gaps or areas for improvements
9. Measuring the impact of content & campaigns, reporting on content benefits & adjusting strategies accordingly
10. Thinking about user experience & takes ownership for quality & accuracy
11. Facilitate technical exchanges, dissemination & coordination of knowledge & learning products through platforms, trainings/workshops, induction programmes, etc across knowledge management team & contributors
12. Collaborating with knowledge custodian, i.e. Jira, Confluence, etc, to ensure availability of knowledge management tooling
As part of the experience, you’ll be learning about:
1. Bank’s policies & processes
2. Various technology solutions that is enabling the bank
3. Collaboration with various technology & business stakeholders