Knowledge Database Analyst

Job description

Mission

Knowledge Management is core of any customer support organization. We are looking for a person that could help identify customer requirements per country in terms of contents.

Responsibilities:

· Analyze Bridge Front Office (BFO) cases verbatim and categorization in order to identify the recurrent customer requirements per country and analyze the search behaviors of customers and the most visited contents in Frequently Asked Questions (FAQ's).
· Based on previous analytics perform cross matching he/she provides the content required per country/global, build an action plan (new content to be created or translations required of existing FAQ's) and lead the execution of action plans with countries.
· Provide feedback to innovation team on best practice opportunities to drive proactivity and efficiency in Knowledge Management.

Desired profile

Qualifications :

§ Fluent in English

§ Bachelor's Degree is preferred

§ Excellent written and verbal communication skills (international context)

§ Capacity to work in multi-cultural teams and in a “virtual” mode

§ Team spirit. Ability to work in teams. Animation of working groups.

§ Execution minded

§ Understand business decisions around customer knowledge management process

§ Technical Skills in SE products – nice to have

§ Knowledge about Microsoft Excel and BI Tools (Tableau, Power BI)

§ Analytical and synthesis mind, capable of organizing information

§ Must be able to collaborate across IT and Business Functions