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 culture is rooted in integrity, empathy, and shared enthusiasm, and we offer trust to take risks, tools to grow, 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 of experience as a Business Process Analyst
• 5+ years in knowledge management tools, processes and KCS methodologies
• Experience with AI chatbot/automated systems
• 2+ years Experience with SQL and data visualization tools
• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field OR Bachelor degree, professional certification or verified work experience in a related field

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