Job Description
CRM Knowledge Management Analyst Unijobs on behalf of our public sector client have a requirement for a CRM Knowledge Management Analyst to join their team. The duration of the post is initially 6 months with possible extensions thereafter. Working 35 hours per week the successful candidate will be employed as an agency employee and will be paid an hourly rate of €29.87 based on an annualised salary of €54,548 and will accrue 30 days' annual leave per year. Flexible - Hybrid working will apply (The successful candidate must be available to attend onsite when required). The successful candidate must have a full Driving Licence with their own transport to fulfil the requirements of the role as this post will involve travel. Overview: This role is responsible for creating, reviewing, updating, organising documentation and devising formats appropriate for knowledge dissemination. Working with CRM customer support teams and business stakeholders, they will contribute to service efficiencies through knowledge design leading to service effectiveness. Communicating with both technical and non-technical staff, this role is also responsible for maintaining the quality and relevancy of knowledge for the team, extending to a portal user interface and knowledge repositories. Responsibilities may include, but are not restricted to: Collaborate with cross-functional teams to analyse and synthesise complex data, providing insights and recommendations for process improvement. Work with stakeholders to translate technical content into easy to consume user documentation and FAQ's. Assist in the development and maintenance of knowledge databases and systems, ensuring efficient organisation and accessibility of information. Support the development and maintenance of knowledge databases and systems to facilitate easy access to information and version control. Organise, write, edit, and produce documentation for Help Desk and customers. Establish relationships with staff to promote awareness of Knowledge management initiatives. Develop and maintain documentation templates to align with standards and best practice. Perform scheduled reviews to evaluate existing documentation and make recommendations for improvements to documentation and KMS system. Coordinate and implement quality-control activities required to ensure the accuracy and adequacy of documentation, including peer and final reviews, editing for compliance with all applicable specifications and standards, validation, and change verification. Define, document, and monitor baseline knowledge management performance metrics and key performance indicators. Build and maintain relationships with stakeholders, team members, other teams, colleagues and customers. Participate in calibration sessions to ensure consistency in internal evaluations. Foster a positive team culture and positive and engaging learning environment. Experience: A third level qualification. Technical skills and knowledge understanding. A minimum of 3 or more years in a similar role. Good understanding of knowledge management principles. Sufficient experience in a strong customer focus orientated environment. Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change. Team player with a focus on continuous improvement. Be a highly organised individual with excellent time management skills; highly flexible individual who can handle deadlines and unplanned requests for quick action or response. Excellent written and verbal communication skills demonstrating a command of the English language Preferred experience working in financial services support background. Prior experience in customer Service and / or Help Desk environment. Sufficient experience of creating and maintaining knowledge repository. Sufficient experience of usage data to determine KMS effectiveness and gaps. Unijobs is an equal opportunities employer. Skills: Customer Service CRM Customer Support Third Level Qualification Benefits: 30 days' annual leave