Knowledge Management Analyst

Remote
Operations – Operations /
Full-time /
Remote
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About Omnidian
Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries.  Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA

The Job
As a Knowledge Management Analyst at Omnidian, you will oversee the development, implementation, and maintenance of knowledge management systems to enhance organizational efficiency and collaboration as well as customer empowerment related to operational support services. Reporting to the Director of Operations, you will work with various departments to capture, organize, and disseminate critical knowledge and information across the organization and to our customers, and drive the necessary programs and processes that create a knowledge-center ecosystem for Operations at Omnidian.

Scope
Responsibilities of a KM Analyst will include managing Slab knowledge for all of Resi Ops teams and managing self-service homeowner-facing FAQ content in Salesforce Service Cloud Knowledge Management System. 

Impact
The KM Analyst role impacts the overall management (creation, change management, deprecation, and find-ability) of Resi Ops- and Homeowner-facing knowledge content with a focus and goals on customer experience, data-driven efficacy analysis, and cost savings approach that scale the organization with 10/100x business and services growth.

Influence
The KM Analyst role influences the lifecycle, discovery, and efficacy of Resi Ops-wide knowledge experiences the cross-functional processes, programs, and learning across Resi Ops and its up/down-stream partners, including Field Services and Sales.

What You'll Do

    • At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
      • Develop and manage knowledge management systems and tools to capture and organize organizational knowledge.
    • Collaborate with departments to identify knowledge needs and ensure effective knowledge sharing.
    • Create and maintain documentation, including best practices, procedures, and some just-in-time training materials.
    • Facilitate knowledge sharing sessions and workshops to promote a culture of learning and collaboration.
    • Monitor and evaluate the effectiveness of knowledge management initiatives and systems.
    • Analyze knowledge gaps and work with teams to develop solutions to address them.
    • Stay current with industry trends and emerging technologies related to knowledge management.
    • Provide training and support to employees on knowledge management tools and practices.
      • Assist with maintaining organizational resources (Style Guide, Acronym List)
    • Create & maintain organizational knowledge for Residential Operations content in Knowledge Management System utilizing documentation & content authoring techniques.
    • Perform analysis on information usage data from KMS to determine knowledge effectiveness & gaps for assigned user groups.
    • Work with the content owners/SME’s to ensure that knowledge assets are up-to-date, including customer-facing portal content.
      • Creating/Maintaining/Reviews of Knowledge Articles
    • Report on Knowledge Article uses and improving content.
    • Manage and direct federated resources from all areas of the business to ensure accurate, integrous/consistent, transparent, and speedy knowledge management processes.
    • Ensure clear communication with all affected parties on progress and timelines of knowledge-related projects.
    • Support continuous improvement by delivering good Knowledge Management and Information Architecture, and high quality data in our KM and CRM systems.
      • Creating, maintaining, and updating knowledge management documentation to include training materials, support materials, and self-service materials.
    • Create Knowledge Management (KM) and/or Knowledge Articles (KA) for new and gap processes to identify when a standard approach is needed.
    • Conduct a quarterly review and maintain an inventory of Knowledge DataSets to ensure there is an inventory relevant articles consistent with the current business and systems operating environment.
    • Create knowledge articles to facilitate systems transitioning from development to production.
    • Ensure all technical documentation (including O&M Manual, SOPs, etc), training materials, and knowledge articles are documented and kept in a centralized, shared repository.
    • Recommend improvement of existing critical SOPs and any documentation unique to response operations.
    • Engage users to improve their understanding and reinforce their knowledge of Residential Ops systems through on-demand training.

Who You Are

    • Customer-focused
    • Systems-thinker/ Big Picture
    • Detail-oriented
    • Creator of clarity in complex and ambiguous situations
    • Decisive IC
    • Leader who can collaborate and motivate others toward a common goal
    • Autonomous
    • Optimistic

Experience You’ll Need

    • Excellent written communication skills
    • Knowledge Management (4+ years)
    • Excellent writing skills associated with step-by-step how-to content that outlines business processes and high-level use of tools that enable them
    • Skills in experiential and experimental approaches to knowledge navigation, discovery, and integration in the support workflow.
    • Informational architecture and internal SEO practice skills that drive discovery at that right time in the support experience
    • Goal- and data-driven (quantitative & qualitative) improvement decision-making and planning skills to support quality and efficacy of agent- and homeowner-facing knowledge.
    • Program/Change envisioning, design, management and thought-leadership skills for multiple knowledge and knowledge tool projects driven across teams
    • Cross-functional collaboration toward shared goals with Resi Ops, Field Services, CX, Process, Product/Engineering teams.
    • Operational and practical understanding of Knowledge Management Systems and Customer-facing knowledge web portal systems

Experience That's a Plus

    • Training development
    • Operations supervision/leadership
    • Excellent verbal communication skills
    • CRM Systems

Work-life and Culture

    • Most of our roles offer the opportunity to work remotely
    • If you are in the Seattle area, we offer a vibrant office space in the historic and beautiful Smith Tower, in the heart of Pioneer Square
    • We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
    • We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
    • We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
    • We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
    • We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
    • We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
    • We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!

Grow With Us

    • We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
    • Internal candidates: Check out our advice on Internal Transfer: Job Application Process
    • Here are the next roles in this career track:
    • Sr. Knowledge Management Analyst
    • Knowledge Management Manager
    • We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply. 

Performance Metrics

    • Build and maintain high customer satisfaction/helpfulness scores on customer-facing knowledge
    • Build and maintain high knowledge efficacy Build and maintain high efficiency in use of knowledge
    • Build and maintain high accuracy, consistency/integrity of knowledge
    • Build and maintain high efficiency in knowledge management processes and projects
$70,125 - $94,875 a year
Midpoint: $82,500
Comprehensive Benefits: We've got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents.
Performance Bonus: Because exceptional work deserves exceptional rewards. Eligibility begins after 90 days.
Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.
Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.
Committed to Parity: We place candidates within the band based on professional experience, not negotiating skills, as part of our overall effort to avoid gender pay discrepancy.

Privacy
California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy. https://www.omnidian.com/privacy-policy-ca-candidates/

Diversity and Inclusion
We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.
 
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer.  We are committed to diversity in the workplace.  We make employment decisions on the basis of merit and business need.  We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.
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