Job Description

The system analyst for knowledge management is a role in Group Technology to create an environment that provides technology knowledge to enable technology demand, delivery & support / operations efficiencies & effectiveness.

The role will be working closely with internal technology teams to capture, review, publish & maintain accuracy of knowledge articles in the areas of application platforms, infrastructure & its corresponding standard operating procedures.

Key responsibilities are as follow:


Knowledge strategy

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

Technical knowledge maintenance

1. Collaborate with application platforms & infrastructure to understand the technical end-to-end service dependencies that provides a specific customer/user journey 

2. Develop knowledge articles containing introductions, infrastructure map, infrastructure assets, breakpoints, technical details (components, database, etc) & impacts across the technology landscape

3. Understand & derive potential technical SOPs to support monitoring, recovery & recurring procedures for technical areas

Knowledge governance

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

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

3. Managing content calendars & ensuring timeline publication of materials

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

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

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

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

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

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

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

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

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

As part of the experience, you’ll be learning about:

1. Bank’s policies & processes

2. Various technology solutions that is enabling the bank

3. Collaboration with various technology & business stakeholders

Job Requirements

1. Degree in related computer science principles

2. Min 3 years of experience in software / applications / platforms

• Technical development as a Technical lead, System Analyst or Solution Architect
• Knowledge in banking or financial institutions technology landscape
• Hands on experience in application &/ infrastructure interdependencies
• Application and/or infrastructure delivery & support processes
• Documentation of knowledge as part of operations readiness or support

3. Min 3 years of experience in knowledge related areas

• Familiar with knowledge management tools, content management systems & databases
• Ability to categorise, tag & structure information effectively
• Hands on technical content write-ups such as technical articles for incident & problem resolution, standard operating procedures & other technical contents
• Measuring effectiveness & efficiencies of knowledge & continuously improve to increase these measurements

4. Understanding of production issues criticality & impact to customers

5. Good knowledge processes

6. Critical thinking & able to resolve problems creatively

7. Proficient in using Jira & Confluence

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

9. Organised, detail oriented & thorough

10. Strong desire to help improve processes & mentor others

11. Knowledge / certification in ITIL is advantageous

Skills