Knowledge Management Analyst

Position Overview

Omnidian, Inc. is seeking a Knowledge Management Analyst to oversee the development, implementation, and maintenance of knowledge management systems. This role is crucial for enhancing organizational efficiency, collaboration, and customer empowerment related to operational support services. The KM Analyst will work with various departments to capture, organize, and disseminate critical knowledge and information, driving the creation of a knowledge-center ecosystem for Operations at Omnidian.

About Omnidian

Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. We are building a more sustainable future for the planet through our passionate teams, innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA.

Employment Type

Full-time

Location Type

Not specified

Salary

Not specified

Responsibilities

• Manage Slab knowledge for all Residential Operations (Resi Ops) teams.
• Manage self-service homeowner-facing FAQ content in the Salesforce Service Cloud Knowledge Management System.
• Oversee the creation, change management, deprecation, and find-ability of Resi Ops- and Homeowner-facing knowledge content.
• Focus on customer experience, data-driven efficacy analysis, and a cost-saving approach to scale the organization.
• Influence the lifecycle, discovery, and efficacy of Resi Ops-wide knowledge experiences through cross-functional processes, programs, and learning.
• Develop and manage knowledge management systems and tools to capture and organize organizational knowledge.
• Collaborate with departments to identify knowledge needs and ensure effective knowledge sharing.
• Create and maintain documentation, including best practices, procedures, and just-in-time training materials.
• Facilitate knowledge sharing sessions and workshops to promote a culture of learning and collaboration.
• Monitor and evaluate the effectiveness of knowledge management initiatives and systems.
• Analyze knowledge gaps and work with teams to develop solutions.
• Stay current with industry trends and emerging technologies related to knowledge management.
• Provide training and support to employees on knowledge management tools and practices.
• Assist with maintaining organizational resources (Style Guide, Acronym List).
• Create & maintain organizational knowledge for Residential Operations content in the Knowledge Management System utilizing documentation & content authoring techniques.
• Perform analysis on information usage data from KMS to determine knowledge effectiveness & gaps for assigned user groups.
• Work with content owners/Subject Matter Experts (SMEs) to ensure knowledge assets are up-to-date, including customer-facing portal content.
• Create, maintain, and review Knowledge Articles.
• Report on Knowledge Article usage and improve content.
• Manage and direct federated resources from all areas of the business to ensure accurate, integrous/consistent, transparent, and speedy knowledge management processes.
• Ensure clear communication with all affected parties on progress and timelines of knowledge-related projects.
• Support continuous improvement by delivering good Knowledge Management and Information Architecture, and high-quality data in our KM and CRM systems.
• Create, maintain, and update knowledge management documentation to include training materials, support materials, and self-service materials.
• Create Knowledge Management (KM) and related documentation.

What You'll Do (Key Activities)

• Develop and manage knowledge management systems and tools.
• Collaborate with departments to identify knowledge needs.
• Create and maintain documentation and training materials.
• Facilitate knowledge sharing sessions.
• Monitor and evaluate KM initiatives.
• Analyze knowledge gaps and develop solutions.
• Stay current with KM trends and technologies.
• Provide training and support on KM tools.
• Maintain organizational resources.
• Create and maintain Residential Operations content in KMS.
• Analyze KMS usage data.
• Ensure knowledge assets are up-to-date.
• Create/Maintain/Review Knowledge Articles.
• Report on Knowledge Article usage.
• Manage federated resources for KM processes.
• Communicate progress on knowledge-related projects.
• Support continuous improvement in KM and Information Architecture.
• Update KM documentation.

Influence

The KM Analyst role influences the lifecycle, discovery, and efficacy of Resi Ops-wide knowledge experiences, including cross-functional processes, programs, and learning across Resi Ops and its up/down-stream partners, such as Field Services and Sales.

Impact

The KM Analyst role impacts the overall management (creation, change management, deprecation, and find-ability) of Resi Ops- and Homeowner-facing knowledge content. Key goals include improving customer experience, data-driven efficacy analysis, and cost savings to scale the organization effectively during significant business and services growth.

Application Instructions

Not specified

Company Information

Omnidian, Inc. Headquartered in Seattle, WA.