Sr Knowledge & Learning Analyst
Core
Serve as the dedicated Readiness Partner for the Customer Care business unit, bridging the gap between formal technical training and in-the-moment knowledge sharing to drive operational efficiency and faster resolution times.
Role type
Senior Knowledge & Learning Program Manager (Strategic Readiness)
Builds
Role-based learning paths, knowledge capture strategies, and modular curriculum blocks for support operations.
Domain
Enterprise Support Operations / Technical Training / Knowledge Management
Required skills
Technical enablement, Knowledge Management, Change leadership, ITSM/CRM systems, Enterprise search indexing, Cross-functional negotiation, Data-driven workflow optimization
Preferred skills
AI technologies integration, Specialized troubleshooting methodologies
Responsibilities
Align readiness strategies with business unit operational workflows, champion knowledge management practices for accurate incident documentation, identify training gaps and define content creation requirements, curate agile curriculum blocks to accelerate time-to-proficiency, partner with Process Management to ensure training on validated workflows, provide data-driven requirements to reduce friction in knowledge capture.
Seniority
Senior, hands-on IC with strategic alignment