Knowledge Analyst

Job location: This is a remote position. You can work from home and be located anywhere in Canada.

About the team

The Knowledge team empowers users and enables self-service by curating, creating, sharing, and reusing quality knowledge that allows our employees, customers, and partners to be successful with RapidResponse. We strive to foster transparency, sharing and collaboration across departments and platforms. As a Knowledge Analyst, you will provide context and meaning to data, turning it into information and eventually explicit knowledge. Ensuring the most accurate information is available to the appropriate audience at the right time is pivotal to your role.

What you will do

• Analyze data, user behavior and activity to optimize overall processes, identify and fill content gaps to help improve customer experience, and perform content audits as needed
• Collect and report on metrics and analytics for direct and executive leadership within GCC to support evidence-based decision making and insights that drive the strategy and structure moving ahead
• Define content categorization and content structure within individual knowledge objects to effect search relevancy and content delivery rules, thus ensuring various audiences are presented with pertinent content throughout the Knowledge Network (our support and user community)
• Quantify the impact of, and maintain accountability for Kinaxis’ KCS initiatives, such as the coaching program as well as training new KCS coaches and knowledge workers

What we are looking for

• Post-Secondary degree in a related discipline or relevant experience
• Ideally 4 years of experience in a similar role, with at least 2 years’ experience organizing and managing large content repositories
• Proficiency with data literacy and management
• Proven ability to analyze data and behavior and translate findings into consumable content
• Capable of collaborating cross-functionally to help curate and contribute to our body of trustworthy institutional knowledge
• Technical Writing, Technical Communication, or Data Analytics Certificate an asset
• KCS v6 Practices Certification ideal
• Familiarity with enterprise search an asset
• Familiarity with Salesforce Service Cloud and/or Community Cloud an asset
• Excellent verbal and written English communication skills