ANALYST II

About the role

This position may be eligible for a hybrid work schedule. The amount of telework is at the discretion of the department and is subject to change as business needs arise.

Responsibilities

• Lead engaging e-learning sessions and instructor-led courses using advanced tools and software to connect with learners.
• Transform complex technical information into clear, accurate knowledge articles, ensuring content remains aligned with operational needs and updated as policies evolve.
• Keep It Fresh: Continuously review and update training materials to reflect the latest policies and procedures.
• Review and analyze policies, procedures, and project documents to create clear and actionable knowledge articles.
• Provide consultative services to internal teams, ensuring the best practices in training delivery.
• Use feedback and data to refine knowledge articles.
• Research and recommend improvements to training methods and knowledge articles to keep things efficient and impactful.
• Develop, test, and implement new software features in the Knowledge Management System.

Requirements

• A sharp analytical thinker with strong attention to detail.
• Someone who enjoys being hands-on with training delivery and modern learning strategies.
• A collaborative team player who can balance creative and data-driven work.
• The chance to take ownership of exciting training initiatives.
• A supportive and collaborative work environment.
• Opportunities for professional growth and development.

Qualifications

• You will find the Minimum Requirements in the Class Specification.

Skills

• Ability to apply new ways of thinking, ability to solve problems, create new ideas, and develop new approaches to optimize results.
• Ability to work in a fast-paced environment impacted by conflicting deadlines and customer priorities.
• Demonstrates the ability to remain flexible with constantly changing priorities.
• Demonstrates the ability to use tact and good judgment.
• Demonstrates the ability to work independently and in a team environment.
• Excellent communication skills, verbal and written, to ensure quality customer service and to communicate with other team members, stakeholders, and those contacted in the workplace.
• Experience in data trends and data analysis.
• Experience in the development/elicitation of business requirements, business rules, and process maps.
• Experience in facilitation and negotiation techniques to promote collaboration amongst diverse team members and groups.
• Experience in organizational change management methodologies.
• Experience in training and training delivery.
• Experience recommending or implementing process improvement strategies (e.g., Business Process Innovation, etc.).
• Experience with Microsoft Suite, including SharePoint, Visio, Excel, PowerPoint, and Word.
• Experience with contact center methodologies and contact center technologies.
• Experience with improving the customer experience.
• Experience with knowledge management applications, such as Salesforce.
• Experience with project management and agile methodologies.
• Experience with training software and applications.
• Experience working on a large-scale automation project.
• Experience working with Information Technology stakeholders and external contract vendors.
• Knowledge of and ability to apply the principles, methods, techniques, and tools for developing, scheduling, coordinating, and managing competing priorities and activities.
• Knowledge of principles and processes for providing quality customer service.

Benefits

• Contact Information
• Background Investigation Requirement