Job Summary

• We are seeking a highly skilled, data-driven Business Process Analyst to join our Knowledge Management and Global Support Operations & Enablement teams, analyzing knowledge trends, identifying areas for improvement, and driving process optimization initiatives that strengthen our knowledge ecosystem and enhance digital AI tools supporting our global Customer Support organization.
• Responsibilities include coordinating and implementing processes for the creation and maintenance of knowledge articles, analyzing knowledge usage and industry trends alongside customer interactions with digital agents to identify opportunities for knowledge base enhancements and additional AI capabilities, and collaborating with technical teams to ensure seamless integration of the knowledge management system with other platforms.
• Our culture is rooted in integrity, empathy, and shared enthusiasm, and we offer the trust to take risks, the tools to grow, the skills to develop, and the support of a company invested in you for the long haul.

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Skills & Requirements

Key Requirements

• 8+ years experience as Business Process Analyst
• 5+ years in knowledge management tools and processes
• Experience with AI chatbot/automated systems
• Demonstrated experience in process mapping, analysis, and improvement
• Bachelor's degree or equivalent experience

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