Knowledge Management Analyst

Responsibilities

• Write, review and publish a range of online knowledge artefacts, including procedure guides, FAQs, glossaries and overview pages across SupportHUB and SharePoint/KMS.
• Create supporting image and video assets to enhance knowledge content and improve the end user experience.
• Follow content quality guidelines and templates to ensure knowledge content is clear, consistent and fit for purpose.
• Schedule and facilitate content gathering and review sessions with SMEs, Department Leads and other key stakeholders.
• Build strong working relationships with SMEs and business leads to support ongoing knowledge transfer and ensure content remains accurate and relevant.
• Support the Knowledge & Change Delivery Manager with knowledge base structures, configuration, permissions, rules, tags, technical governance and content optimisation for generative AI surfacing.
• Support knowledge governance activities, including reporting, information architecture, content maps, artefact registers, archiving, moving or renaming content.
• Act as a first point of contact for knowledge management queries or issues and help update the KM Toolkit and SupportHUB Toolkit as required.
• Support and empower SMEs as knowledge champions, helping to build a stronger knowledge management culture across HUB24.
• Identify opportunities for continuous improvement in knowledge management practices at HUB24.

Requirements

• Demonstrated experience writing instructional content such as procedure guides, FAQs, troubleshooting guides and system user guides.
• Experience and understanding of the financial services industry, ideally within wealth management.
• Excellent written and verbal communication skills.
• Strong stakeholder engagement skills, with experience building effective working relationships across all levels of a business.
• Experience working with SMEs to extract implicit knowledge through approaches such as informational interviewing and task mapping.
• Strong critical thinking, problem solving skills and attention to detail.
• Strong working knowledge of Microsoft 365 and collaboration tools, including Teams, whiteboarding, forms/surveys and polling tools.
• Ability to balance big picture thinking with detailed content writing, review and governance activities.
• A proactive, innovative and logical approach, with curiosity and empathy for the end users of knowledge content.
• Ability to prioritise work, adapt quickly, work with ambiguity and pivot in a fast paced environment.

Core Competencies

Demonstrates expertise in writing instructional content and managing knowledge artifacts, with a strong focus on stakeholder engagement and continuous improvement in knowledge management practices. Proficient in utilizing Microsoft 365 tools to enhance collaboration and optimize content delivery.