Knowledge Analyst

Primary responsibilities are developing and editing new knowledgebases, and related documents, and managing knowledgebase projects and content changes.  In this role, the associate ensures quality resources are prepared efficiently and on time, maintains the quality of knowledgebase materials, and serves as a knowledgebase resource for the service center.  

Description of Responsibilities:
•    Works with managers, supervisors and the Client Solutions team to coordinate development and editing of new and existing knowledge bases
•    Edits, proofs, coordinates and produces quality, targeted, clear, coherent, consistent, accurate and timely knowledgebase content
•    Keeps project schedules, monitors progress, coordinates communication with Client Solutions team and oversees the completion of all related items
•    Confirms that knowledgebases include standard language and that appropriate reviews accompany each knowledge base
•    Ensures all knowledgebase updates are completed on time
•    Suggests improvements to knowledgebase design and presentation
•    Uses good writing techniques and grammar principles constantly
•    Works with teams involving multiple team members
•    Organizes and maintains knowledgebase files

Qualifications:
•    Technically proficient at using Shelf, preferred
•    Previous writing/editing experience 
•    Able to work well under pressure, manage multiple projects simultaneously and consistently meet deadlines
•    Able to effectively communicate and cooperate with individuals at all levels of the organization, including managers, support staff and team members
•    Maintain confidentiality
•    Undergraduate degree, preferred
•    Positive attitude and strong sense of teamwork
•    Strong customer services focus: at least 2 years’ experience in customer service environment

WTW is an Equal Opportunity Employer