Analyst I, GBS - Knowledge Management

Job description

Partner with SMEs, process owners, and GBS teams to capture operational and process knowledge. Create, update, and maintain SOPs, work instructions, process guides, FAQs, checklists, knowledge articles, and training materials. Convert complex process information into structured and easy-to-understand documentation. Support process mapping and documentation of critical operational workflows. Maintain organized knowledge repositories using platforms such as Microsoft SharePoint and Microsoft Teams.

Ensure knowledge assets are appropriately categorized, version-controlled, searchable, and accessible to relevant users. Perform periodic content reviews to identify outdated, duplicate, or obsolete documentation. Support repository structure, metadata, naming conventions, and document lifecycle management. Support the implementation of Knowledge Management standards and governance across GBS. Track document ownership, review cycles, approvals, version history, and expiry dates.

Coordinate periodic SOP and knowledge-asset reviews with process owners and SMEs. Maintain an audit-ready trail of approvals and document changes. Support structured knowledge-transfer activities during onboarding, transitions, process changes, and new service migrations. Develop training decks, quick-reference guides, FAQs, and onboarding materials. Coordinate KT sessions with process SMEs and track completion and knowledge readiness.

Help identify recurring knowledge gaps and recommend appropriate training or documentation interventions. Bachelor's degree in Business Administration, Human Resources, Operations, Communications, Information Management, or a related discipline. Support automation, digitalization, and AI-enabled knowledge-management initiatives where applicable. Prepare regular dashboards and status reports highlighting risks, gaps, overdue reviews, and improvement opportunities.