Job Description

The senior technical knowledge analyst is accountable to produce an efficient & effective technology knowledge management outcome.

Knowledge management

1. Implement & support strategies for knowledge management to meet organisational objectives & enhance knowledge flow across organisational units

2. Develop taxonomies, policies & procedures for knowledge management including guidelines for knowledge creation, retention & sharing to ensure effective & efficient use of knowledge

3. Support the development, implementation & operations of knowledge management strategy & framework

4. Create/Translate & curate technical content from application &/ infrastructure experts into knowledge centre

5. Editing & proofreading content before publication to ensure clarity, grammatical accuracy & brand consistency

6. Optimising content according to SEO best practices to increase visibility & engagement

7. Managing content calendars & ensuring timeline publication of materials

8. Utilising content management systems to analyse website traffic & users engagement metrics

9. Updating knowledge centre content as needed & ensuring a cohesive digital presence

10. Engaging with online community & responding to comments or questions in a manner that reflects the brand voice

11. Monitoring content trends & staying up-to-date with advancements in content technology & platforms

12. Conducting proactive content audits to assess how well existing content is performing & to identify gaps or areas for improvements

13. Measuring the impact of content & campaigns, reporting on content benefits & adjusting strategies accordingly

14. Thinking about user experience & takes ownership for quality & accuracy

15. Facilitate technical exchanges, dissemination & coordination of knowledge & learning products through platforms, trainings/workshops, induction programmes, etc across knowledge management team & contributors

16. Collaborating with knowledge custodian, i.e. Jira, Confluence, etc, to ensure availability of knowledge management tooling

Work landscape:

1. Building, maintaining & improve knowledge management especially in group technology landscape

2. Knowledge management may also be extended to overall group level

Job Requirements

1. Degree in related computer science principles

2. 8 years’ experience in

• Familiar with knowledge management tools, content management systems & databases
• Ability to categorise, tag & structure information effectively
• Hands on experience in application &/ infrastructure domain knowledge
• Knowledge in banking or financial institutions technology landscape
• Hands on technical content write-ups such as technical articles for incident & problem resolution, standard operating procedures & other technical contents
• Application and/or infrastructure delivery & support processes
• Hands on experience on application &/ infrastructure domain knowledge 
• Measuring effectiveness & efficiencies of knowledge & continuously improve to increase these measurements
• Use of meta data for search engine & social media
• Prior working experience as a system analyst or technical lead

3. Good knowledge processes

4. Critical thinking & able to resolve problems creatively

5. Proficient in using Jira & Confluence

6. Strong interpersonal & collaborative skills as well as highly effective communication skills

7. Organised, detail oriented & thorough

8. Strong desire to help improve processes & mentor others

9. Knowledge / certification in ITIL is advantageous

Skills