Job Title: Knowledge Management Analyst

Location: Hyderabad, India
Department: Knowledge Management
Career Level: Analyst
Job Type: Full-Time
Work Hours: Night Shift

Job Summary

The Knowledge Management Analyst is responsible for the creation, enhancement, and maintenance of knowledge base content used by internal teams and external customers. This role ensures the accuracy, completeness, and timely review of knowledge articles while collaborating with SMEs, Legal, Product, and Customer Experience teams. The analyst contributes to operational excellence by improving documentation usability and supporting adoption of KM resources.

Key Responsibilities

- Create, update, and maintain knowledge base articles
- Collaborate with SMEs and internal stakeholders for reviews and approvals
- Coordinate Legal review clarifications and follow-ups
- Promote and solicit new article topics
- Represent KM in applicable project meetings
- Serve as KM ambassador for assigned areas
- Develop and maintain FAQs, SOPs, and other documentation
- Maintain weekly KM reports for project check-ins

Required for All Jobs

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

Qualifications

Education

- Bachelor s/master s degree in human resources, Business Administration, Information Systems, or related field (required)
- Equivalent combination of education and experience in knowledge management will be considered

Experience

- 3+ years of customer experience
- 1+ years of experience in knowledge management (preferred)

Skills & Competencies

- Outstanding written and verbal communication skills
- Ability to work cross-functional and virtually with global teams
- Strong interpersonal skills and cooperative mindset




- Ability to understand and communicate complex concepts effectively
- Strong project management and organizational skills
- Proficiency with Microsoft Office Suite, PSFT, SFDC, KM tools
- High integrity, resilience, and commitment to quality
- Adaptability to fast-paced and evolving business environments

Preferred Skills:

- Practical experience using generative AI to streamline KM workflows:
- Drafting and refining KB articles, FAQs, and SOPs with tools like Microsoft 365 Copilot, ChatGPT, or similar.
- Converting SME notes/transcripts into structured, reusable content using AI summarization and transformation prompts.
- Running AI-assisted quality checks (tone, clarity, consistency, reading level) and metadata/tagging suggestions.
- Prompt engineering skills: ability to design prompts for role, format, audience, and apply few-shot examples for consistent outputs.
- Ability to define and enforce guardrails for responsible AI use: data privacy, PII handling, and Legal/Compliance alignment.
- Basic analytics on AI usage and content performance (e.g., query-to-article match rate, AI draft acceptance rate, and edit distance to final).

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.

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