Knowledge Management Analyst

JOB TITLE: Knowledge Management Analyst
REQUISITION ID: CUS00HU
DEPARTMENT: Training & Knowledge Management - Wichita Service Center or Raytown Customer Care Center
LOCATION: Wichita, KS, Raytown, MO
PAY RANGE:
Knowledge Management Analyst I: $52,700 - $65,900
Knowledge Management Analyst II: $64,500 - $80,600
Sr. Knowledge Management Analyst: $72,900 - $97,200
Lead Knowledge Management Analyst: $86,000 - $114,700

Scheduled Work Hours: Monday - Friday, 8:00 a.m. - 5:00 p.m. (additional hours as required)

Summary of Primary Duties and Responsibilities:
The Knowledge Management (KM) Analyst is responsible for maintaining the integrity of knowledge assets supporting Customer Operations. The KM Analyst serves as a subject matter expert of the KM application and provides the day-to-day production system support to end users across multiple business units. This position investigates production concerns and partners with IT and supplier technical teams for resolution.

The KM Analyst drives the design and development of content and the knowledge experience. They provide analysis of new/forming business processes and procedures to produce high quality end-user documentation through strong partnerships and collaboration. The KM Analyst is responsible for creating and maintaining knowledge governance to ensure a single source of truth is recognized. End-user feedback and system analytics are leveraged to continually enhance content delivery. The KM Analyst participates on projects and initiatives and contributes to change management by identifying key impacts and developing communication to support the end-users through implementation.

Education and Experience Requirements:
Requires a Bachelor's degree in Business, Communications or related field or equivalent experience. Relevant experience includes customer operations support roles, content creation, communications, training support, and change management.

* Knowledge Management Analyst II: Requires two or more years of relevant experience.
* Sr. Knowledge Management Analyst: Requires five years of relevant experience with strong foundation in customer service and/or customer operations roles. Demonstrated ability to support KM initiatives, including content organization, taxonomy development, and knowledge capture from subject matter experts. Experience with KM platforms and tools and familiarity with content lifecycle management. Strong written and verbal communication skills. Expertise in developing and maintaining knowledge bases, FAQs, SOPs, and other reusable content assets.
* Lead Analyst: Requires eight years of relevant experience with strong foundation in customer service and/or customer operations environments. Proven track record of developing and executing KM strategies that drive measurable impact. Expertise with KM platforms and tools and familiarity with content lifecycle management. Familiarity with AI-enabled KM tools is a plus. Demonstrated experience in leading cross-functional KM initiatives, including stakeholder engagement, change management, and governance. Ability to analyze KM metrics and feedback to continuously improve systems, processes, and user experience.

Skills, Knowledge, and Abilities Required:
Strong critical thinking, written communication and editing skills. Highly proficient in communicating complex concepts in tangible, easily understood terms. High attention to detail. Ability to understand risks and impacts to suggested process changes. Good organizational skills and the ability to work effectively under pressure and within time constraints. Candidate should possess a progressive, dynamic attitude toward solving problems and working with other team members. Must be able to handle confidential information appropriately. Computer skill and experience, including proficiency with Microsoft Office tools (Word, Excel, Power Point, etc.). Strong interpersonal skills to resolve problems in a professional manner. Must have the ability to perform the physical activities of the job. The employee must maintain a high level of professionalism at all times.

Licenses, Certifications, Bonding, and/or Testing Required: Knowledge Management (ATD, CKM, APQC), Change Management, Technical Writing certifications preferred but not required.

Working Conditions:
* Much of the time will be spent in an office environment.
* Some travel will be necessary.
* Available for after-hours duties.

Evergy has a clear mission - To empower a better future. Evergy chooses to live this mission by valuing People First. We know to accomplish becoming the most innovative and reliable energy company, we need a team with a variety of backgrounds, perspectives and skills. So, our goal is to be a diverse workforce that is representative of the communities we serve. We are committed to celebrating diversity and building a team where everyone - regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status - has a voice and can bring their best every day. We know that the more diverse and inclusive we are, the better we will be. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.

Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.