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 knowledge article creation and maintenance, 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.
• The company offers a culture rooted in integrity, empathy, and shared enthusiasm, with a commitment to providing trust, tools, skills, and support for long-term growth and development.

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Skills & Requirements

Key Requirements

• 8+ years experience as Business Process Analyst
• 5+ years in knowledge management tools, processes, KCS
• 2+ years experience with SQL and data visualization tools
• Bachelor's degree or equivalent experience
• Experience with AI chatbot/automated systems

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