Analyst, GBS - Knowledge Management

Position Overview:

We are seeking a motivated Knowledge Management analyst with a strong focus on user experience with analytical skills to join our team. As the Knowledge Management Analyst, you will be supporting the knowledge management lead for developing and implementing strategies to enhance knowledge sharing, learning, and usage of new technologies within Kraft Heinz GBS organization. You will be responsible for capturing, organizing, and disseminating knowledge across various departments leveraging analytics, enabling knowledge gap identification and efficient information sharing so employees can easily access and leverage the collective knowledge and expertise to enhance their productivity and experience.

Key Responsibilities:

Lead the creation and updates of knowledge content, with raw material, assets, and business needs for targeted audience. Curate the template and visual for user experiences. Manage and maintain taxonomy and metadata structures to enable effective categorization and search capabilities across all tiers of interactions (touchless or not). Provide guidance and support to users in navigating the knowledge management platforms and resources, ensuring a positive user experience. Execute Knowledge Strategy Governance Model for the different content chapters to sustain the value and keep it actual and meaningful. Support to develop and execute a comprehensive knowledge management strategy that aligns with the organization's goals and objectives. Collaborate with cross-functional teams to identify knowledge gaps and develop solutions to address them, including the creation of new knowledge resources or the enhancement of existing ones. Champion content readiness for the AI implementation to drive self-service and self-resolution experiences for the users.

Qualifications and Skills:

• Bachelor's degree.
• Experience in knowledge management or learning & development, preferably with a focus on user experience and/or within support operations.
• Strong content creation experience with clear written and communication skills.
• Experience with knowledge management platform, specifically ServiceNow knowledge module, is a big plus.
• HTML experience or rich text editor experience is a plus.
• Excellent Microsoft office suite experience – Word, PowerPoint
• Strong analytical and problem-solving abilities to identify knowledge gaps and develop appropriate solutions.
• Effective communication and interpersonal skills to collaborate with diverse stakeholders and build relationships across the organization.
• Ability to adapt to a fast-paced, evolving environment and drive change management initiatives.

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.