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Business Analyst - Senior
Ref No.: 18-13222
Location: Foster City, California
Position Summary
The goal of the Knowledge Management team is to harness the best of our staff's individual and collective expertise, and make it available to our global client-facing organization. The ideal candidate has a deep expertise in managing the design, development and enhancements of Knowledge Management platforms that leverage machine learning (in partnership with IT). Core duties for the role include:
• Maintain and evolve overall platform infrastructure to ensure seamless functionality, in partnership with IT
• Translate business requirements and manage ongoing relationship with IT partners to ensure system enhancements are correctly implemented. Provide feedback to IT team regarding tool enhancements based on evolving content, user feedback and UI/UX evolution to enhance overall adoption
• Proactively leverage platform usage data to configure search results, identify content gaps and ensure machine learning is maximized
• Manage level 1 and 2 support cases. Determine themes in cases and determine short term and long term solutions to resolve technical issues and enhance tool functionality
• Create global and regional metrics and reporting templates – share with Librarians to drive adoption
• Possibly lead a team of business analysts who help manage the KM platform

• BA or BS degree required
• 8+ years of experience of program administration experience and leading Information Architecture projects from requirements through delivery
• Varied project management experience, including agile experience/certifications
• Experience managing Knowledge Management platforms which leverage Machine Learning search functionality
• Proven success in cross-functional projects to drive global results and consistency
• Self-starter with strong time management skills, and who can proactively reprioritize their workload as needed to meet the most critical business needs
• Ability to effectively collect, maintain, and track data from multiple sources with a strong attention to detail with a passion for quality
• Proficiency in Excel, including the creation of pivot tables
• Experience with Salesforce, SharePoint, Coveo and/or an enhanced search engine preferred