The Business Analyst for Knowledge Management identifies, collects, synthesizes, organizes, and manages organizational knowledge in support of all offices and colleges at The New School. Reporting to the Director for Business Transformation, this position supports a university-wide strategy for documenting and maintaining the university's conceptual assets. The role serves as the business owner and champion of the enterprise knowledge management system. The New School is strongly committed to diversity and inclusion in the workplace and particularly seeks applications from members of underrepresented groups. 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.
MINIMUM QUALIFICATIONS - 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. Samples of previous work are helpful.
- 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. Entrepreneurial, problem-solving spirit is a must.
PREFERRED QUALIFICATIONS - 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.
WORK MODE Hybrid - Employees hired for this position primarily work remotely with the occasional on-campus presence required with advanced notice. Employees in this role will also be expected to use their best judgment to be on campus when necessary in order to best fulfill the responsibilities of their job description. #LI-HYBRID
SALARY RANGE $70,000 - $80,000 per annum We look forward to receiving your application!