Analyst, Knowledge Management

Position Summary:

This position is accountable for delivering impactful insights into key business decisions and supporting projects/building tools that empower the Knowledge Management team and Knowledge Management end users to work efficiently.  They will collect/document business requirements, create data queries to gather and analyze data, and be responsible for the effective communication of results and learnings.  The analyst helps coordinate design, development and maintenance of tools used to support Knowledge Desk.  This role will be overseeing projects from start to finish while working independently and at times with other members of the team.  The Data Analyst in Knowledge Desk will be a key player in defining metrics that provide visibility to goals and KPIs via data visualization, dashboards, well-organized presentations and to effectively communicate data insights; including recommendation to maximize business performance.  The right person for this role has exceptional analytical capabilities, thrives in a fast-paced environment, loves problem-solving, is a great communicator, well organized, detail-oriented, and is passionate about our end user experience.

Essential Duties and Responsibilities:

1. Conduct analysis to drive valuable business insights, using analytics tools, eg Power-Bi, Adobe Analytics, and search results via Lucidworks.
2. Build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers.
3. Analyze user behavior to identify patterns, uncover opportunities and create a common understanding how people are interacting with our reporting content.
4. Ideate and develop new metrics and analytical approaches, measuring performance for both tactical and strategic decision-making for contact centers.
5. Lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams operate efficiently.
    
6. Ensures that our Knowledge Management system and resources are optimally aligned to support our business objectives.
7. The data analyst uses business and technical knowledge to solve business problems by means of a systematic and disciplined approach.
8. Employs business process knowledge, analysis, design, testing and collaboration with technical teams to maintain and improve operational consistency of the Knowledge Management platforms.
9. Considers available solutions or alternate methods of proceeding and prepares recommendations for implementation of enhancements to the Knowledge Management system.
10. Conducts operational effectiveness reviews and confers with personnel to ensure that newly implemented enhancements to the Knowledge Management system are functioning as designed.
11. Periodically evaluates and enhances the department's Knowledge Management system for maximum benefit.
12. Fulfills ad-hoc reporting requests and troubleshoot the Knowledge Management system when communicated by management leaders.
13. Data Analysts must identify business improvements and projects relevant to optimize agent's and business' performance, may include use of other applications like JIRA/Confluence.
14. Research, troubleshoot, validate, creates and develops new business process improvement and initiatives.
     
15. Tracks intranet site usage, develops analytics reports, and modifies site to capitalize on intranet usage changes.
16. Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

Financial Responsibilities:

None

Qualifications:

• Bachelor’s degree from an accredited college or university in Finance, Mathematics, Engineering, Business, or related Analytical field is required.  Master’s degree in related field is preferred.
• Cruise line reservations systems and 2 years’ experience working in or with travel agencies is preferred.
• A certified product manager certificate is required.

Knowledge and Skills:

• Must be proficient in Microsoft Office suite (Word, Excel, Powerpoint, Outlook) to at least a moderate level of proficiency.
• Excellent written and verbal communications skills, grammar, proofing, and editing skills; and strong ability to convert technical information into easy to understand documents.
• Software specification interpretation skills.
• Ability to collaborate on strategies and craft tactical solutions to achieve strategic goals.
• Ability to document or describe strategy and tactics, implement plans, metrics, success factors and contingency plans.
• Ability to propose metrics for measuring effectiveness of tactics and be able to understand and relate date in a way that will provide useful information for assessing and enhancing product offerings.
• Intermediate to Advanced database skills and ability to write advanced queries in Oracle SQL.
• Intermediate to Advanced skills in Data analysis and summarization in power-bi.
• Must be highly organized self-starter able to manage multiple concurrent work streams, producing high quality deliverables while working with minimum supervision.

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations. Travel required up to 10%.

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