Business Analyst for Knowledge Management

$70,000 - $80,000/Yr

The New School - New York, NY

Full-time

New York, NY

Educational Services

About the position

The Business Analyst for Knowledge Management at The New School is responsible for identifying, collecting, synthesizing, organizing, and managing organizational knowledge to support various offices and colleges within the university. This role involves championing the enterprise knowledge management system and collaborating with stakeholders to enhance the university's knowledge base and documentation strategies.

Responsibilities

• Support the ongoing implementation of an enterprise-wide employee knowledge management solution in partnership with the Director for Business Transformation.
• Analyze business needs and collaborate with stakeholders and university leadership to propose future knowledge base project phases and refresh the product vision and roadmap.
• Regularly monitor relevant listservs and communities, define iterations and user stories, own the program backlog and ROI of the system.
• Be the single point-of-contact for Information Technology teams and end-users on enhancement projects and issues related to knowledge management and related systems.
• Serve as the primary advocate for the end-users of the university’s employee knowledge management system, Guru; Provide expert level support (Level 3) and monitoring of the knowledge management system.
• Document new service features, issues and resolutions for use with self-service (Level 1) and the IT Central/help desk (Level 2) support team.
• Assess training needs, develop and lead regular end-user training and work sessions.
• Answer employee wayfinding inquiries via email, chat or phone; Assist individuals with finding the answer to their question, escalating to the appropriate office or university employee to assist further, and documenting the resolution in the employee knowledge base.
• Continuously review end user data and knowledge base search inquiries to assess if content is missing or needs updating.
• Maintain a productive working relationship with all stakeholders including, but not limited to, Information Technology, General Counsel, Provost’s Office, and President’s Office.
• Serve on relevant University committees and working groups as required.
• Perform other related duties as assigned or requested.

Requirements

• A Bachelor’s degree is required, along with three or more years of relevant professional work experience.
• Proven ability to understand complex business processes and how the organization, downstream systems, and users consume information and data.
• Possess the judgment and organizational savvy to assess the probability of success of knowledge management proposals, clearly articulate risks and issues, and construct alternative solutions.
• Ability to develop coherent, informative, and usable documentation.
• High level of enthusiasm and a commitment to a collaborative approach to idea development and implementation.
• Demonstrable evidence of creative-problem solving and the ability to work effectively with a diverse range of people.
• A commitment to delivery of high quality customer service and a personal reputation for integrity and ethics.
• The ability to meet tight deadlines and adapt quickly to change.

Nice-to-haves

• Higher education background and knowledge of current technologies and issues concerning higher education.
• Direct experience with knowledge management tools is a plus.
• Direct experience in developing and delivering training plans; Strong presentation skills and comfort with communication in settings ranging from one-on-one interaction to large groups a must.
• Some experience as a team lead or directly supervising other staff is helpful.

Benefits

• Salary range of $70,000 - $80,000 per annum.
• Hybrid work mode allowing for remote work with occasional on-campus presence required.