Data and Systems Specialist

Knowledge Data and Systems Specialist (Associate)
Responsibilities

• Assist with daily configuration, user profile management, and maintenance tasks to keep the knowledge platforms running smoothly and securely.
• Help implement approved changes and new features.
• Extract raw data and prepare standard reports and dashboards to track performance metrics and identify trends.
• Provide data‑driven insights into content usage and system health.
• Support the implementation of new platform features, configure new content templates following established guides, and assist with managing integration.
• Administer user access roles and permissions to control content visibility and manage content creation/editing rights.
• Assist with routine audits of search functionality, updating elements like synonyms and search‑boosting rules to improve basic search result relevance.
• Maintain, create, and update technical documentation for the platform’s configuration and standard processes.
• Execute creation and scheduled distribution of standard reports and dashboards tracking performance and knowledge metrics and evaluation.
• Collect knowledge and performance data to identify potential content gaps.
• Support quantification of basic knowledge base impact, such as extracting data on ticket volumes before and after content releases.
• Assist A/B testing and change initiatives.

• Experience managing user profiles, system permissions, and system health to maintain a knowledge platform.
• Ability to resolve events/incidents on the platform.
• Experience in system maintenance and technical support in a knowledge management environment.
• Knowledge of access control administration and role‑based permissions.
• Experience in search optimization and data‑driven analysis.
• Strong documentation skills, maintaining and updating technical documentation.
• Proficiency in creating and distributing standard reports and dashboards.
• Experience in content gap analysis and data reporting.
• Experience with A/B testing and change management initiatives.