Knowledge Management Analyst

Job Title:Knowledge Management Analyst

Knowledge Management Analyst provides support to planning, integrating, coordinating, directing, synchronizing, and managing the knowledge with J&J

Job Purpose

The Knowledge Analyst will be is responsible for overseeing all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets. They are required to work alongside the J&J stakeholders along with any the Cognizant or any other external team to promote and optimize the usage of the J&J's knowledge assets.

We are looking for experienced candidates who possess soft skills, great leadership, effective communication, problem-solving, coaching and teamwork skills. These skills will aid in promoting a culture of knowledge-sharing that is enabled through guidance and learning

Job Duties and Responsibilities

Create, update and Retire Knowledge articles from the content provided by Knowledge Contributors& monitor Knowledge Lifecycle.

Maintain the accuracy of knowledge

Identify the stale records and make decision for archival, in consultation with the Client Knowledge Manager.

Validate all the entries before authorizing for publishing.

Review the submitted Knowledge Article and publish in timely manner.

Document and approve the articles as per the standard guidelines.

Planned audits to be conducted by Knowledge Manager to maintain accurate information in Knowledgerepositories.

Take the responsibility to respond to the Feedback and analyse if it is valid or invalid. Work on the Flag It & Fix It

Weekly Audit of resolved incident Vs KB articles used, and the accuracy of the articles attached

Ensure the quality (accuracy, usability, value, correctness etc.) of knowledge record.

A complete process related training documentmustbe created by Knowledge Management team and shared with Service Desk

Help the team in coordinating the PKT (Process Knowledge Test) created for SD agents each month for understanding the process changes made on monthly basis.

Assist in sending out an awareness email and share the knowledge, when there is anupdate,or a new product has beenimplemented within the organization

Look at the Knowledge Management report, identify the any new solutions or workaround will be added as knowledge articles