Sr Knowledge & Learning Analyst
Core
Strategic Readiness Partner bridging formal technical training and in-the-moment knowledge sharing for Customer Care support teams to improve resolution speeds and customer experiences.
Role type
Senior Knowledge & Learning Program Manager (Strategic Readiness)
Builds
Role-based learning paths, knowledge capture strategies, and integrated troubleshooting methodologies for support operations.
Domain
Enterprise IT Support Operations / Technical Training
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Technical enablement, Knowledge Management, ITSM/CRM platforms, Enterprise search indexing, Change leadership, Cross-functional negotiation, Data-driven workflow optimization
Preferred skills
AI technology integration, Modular curriculum design, External education partner management
Responsibilities
Align readiness strategies with Customer Care operational workflows, champion knowledge management practices for accurate incident documentation, identify training gaps and define content creation requirements, partner with Process Management to validate workflows, provide data-driven requirements to Change Enablement teams.
Seniority
Senior, hands-on IC with strategic alignment
