Sr Business Process Analyst - Support Knowledge And Ai

Workday

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Analyze knowledge usage and trends
Develop clear process documentation
Integrate knowledge management system
** Workday is seeking a Senior Business Process Analyst to enhance their Knowledge Management and Global Support Operations. The ideal candidate will leverage data and AI technologies to optimize support processes and improve customer experiences, while working in a collaborative and innovative culture. **

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 to directly develop, improve, and strengthen the effectiveness of self-help and digital AI tools, and analyzing knowledge usage and industry trends alongside customer interactions with digital agents to identify opportunities for knowledge base enhancements and additional AI capabilities.
  • Our approach enables our teams to deepen connections, maintain a strong community, and do their best work, combining the best of both worlds: in-person time and remote, spending at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners.

Matching Summary

Match Score: 75

** Workday is seeking a Senior Business Process Analyst to enhance their Knowledge Management and Global Support Operations. The ideal candidate will leverage data and AI technologies to optimize support processes and improve customer experiences, while working in a collaborative and innovative culture. **

Skills & Requirements

Must-have

  • Analyze knowledge usage and trends
  • Develop clear process documentation
  • Integrate knowledge management system
  • Experience with AI chatbot/automated systems
  • Data analysis using pivot tables and Tableau
  • Process mapping and business analysis tools

Nice-to-have

  • Sun-drenched optimism and drive
  • Courageous collaborators
  • Curious minds
  • Empathy and shared enthusiasm
  • KCS and Lean Six Sigma certification

Key Requirements

  • 8+ years of experience as a Business Process Analyst
  • 5+ years in knowledge management tools, processes and KCS methodologies
  • 2+ years Experience with SQL and data visualization tools
  • Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or related field OR equivalent experience
  • Experience with digital support technologies such as chatbots and virtual assistants

Work Rights

Not specified

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