Job Title: Senior Knowledge Management Analyst

Location: Hyderabad, India

Department: Knowledge Management

Career Level: Senior Analyst

Job Type: Full-Time

Work Hours: Night Shift

Job Summary

The Knowledge Management Senior Analyst is responsible for creating, maintaining, and enhancing high-quality knowledge content that supports internal teams and external customer self-service needs. This role leads content development for complex areas, collaborates closely with SMEs, Legal, Technology, and Operations teams, and supports the governance and continuous improvement of TriNet s knowledge base. The senior analyst also mentors junior team members and drives process improvements to uplift knowledge quality and adoption.

Key Responsibilities

- Create, update, and enhance complex knowledge articles
- Collaborate with SMEs, CX teams, Legal, and KM Writers for reviews
- Support legal review clarifications and compliance updates
- Identify and propose new content topics for assigned areas
- Represent KM in project and cross-functional meetings
- Serve as knowledge ambassador and ensure content adoption
- Develop FAQs, SOPs, and structured documentation
- Maintain KM reporting dashboards and weekly check-ins
- Mentor junior writers and analysts

Required for All Jobs

- Performs other duties as assigned
- Complies with all policies and standards

Qualifications

Education

- Bachelor s degree in human resources, English, Communications, or related field
- Equivalent combination of education and experience in knowledge management will be considered

Experience

- 5+ years of experience in marketing, technical writing, or corporate communications (required)
- 3+ years experience in Knowledge Management (required)

Skills & Competencies

- Quick learning ability about the company and service offerings
- Outstanding written and verbal communication skills
- Ability to work cross-functionally with global teams




- Robust project management skills and ability to meet deadlines
- Ability to translate complex concepts into clear user-friendly content

Preferred Skills

- Proficiency with MS Office Suite, PSFT, SFDC, and KM tools
- High integrity, resilience, and ability to work independently
- Ability to mentor and guide junior team members
- Experience using generative AI tools (e.g., Microsoft 365 Copilot, ChatGPT, or similar) to draft, refine, and enhance complex knowledge articles, FAQs, SOPs, and structured documentation.
- Ability to convert SME inputs, transcripts, CX insights, and legal guidance into structured, accurate, and compliant knowledge content using AI assisted summarization and transformation.
- Skilled in designing effective prompts for consistent, template aligned, and high quality AI generated content.
- Experience leveraging AI for content quality checks, including readability evaluation, grammar enhancement, tone alignment, metadata suggestions, and taxonomy tagging.
- Familiarity with AI powered semantic search and content classification tools (e.g., SharePoint Content AI, ServiceNow AI Search) to improve findability and user adoption.
- Ability to use AI-driven analytics to surface content gaps, usage patterns, and areas needing updates, strengthening self service efficiency.
- Experience automating KM workflows (approvals, reminders, audits, and review cycles) using Power Automate, ServiceNow workflows, or similar tools.

Work Environment:

- Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
- This position is 100% in office.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior Knowledge Management Analyst (Hyderabad)
🏢 Trinet Group
📍 Hyderabad