(1109436) Knowledge & Insights Analyst

Diversified Services Network, Inc. (DSN) is seeking a full-time Knowledge & Insights Analyst to join our team in Peoria, IL with 3 days onsite weekly. We offer full benefits, PTO, 401k, and more! Position Overview The Knowledge & Insights Analyst plays a key role in identifying knowledge article needs and driving initiatives that deliver a world-class customer experience. This individual will develop effective knowledge article templates and create customer- and agent-facing knowledge articles, while leading knowledge efforts for our digital support and contact center operations. The role partners closely with third-party contact centers and internal teams to ensure knowledge content remains accurate, understandable, and up to date. This position is part of a training and knowledge team of four professionals performing this same role. Key Responsibilities Identify knowledge article needs and drive knowledge initiatives that support the organization's brand promise Develop effective knowledge article templates for customer- and agent-facing content Build, refresh, and maintain knowledge articles that deliver a world-class customer experience Lead knowledge efforts for digital support and contact center operations Partner with third-party contact centers and internal teams to ensure knowledge articles are understandable, accurate, and current Collaborate with team members on building frontline agent processes Analyze customer behavior data and make recommendations based on findings Test and utilize tools such as Salesforce, Power BI, and Google Analytics Attend business meetings as needed to support knowledge initiatives Requirements Education & Experience Degree preferred but not required 5+ years of experience in knowledge management, content development, or a related capacity 2+ years of combined experience within a contact center environment developing knowledge articles for frontline agents Skills Superior verbal and written communication skills Strong interpersonal and human relations skills Internally motivated, proactive, and eager to learn Customer service background a plus Experience analyzing data via Power BI dashboards and/or Google Analytics a plus 401(k) Vision insurance Disability insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Paid Holidays Follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more! Expected Compensation : $65,000-70,000 annually #J-18808-Ljbffr Diversified Services Network, Inc.