# (1109436) Knowledge & Insights Analyst

**Company:** [Diversified Services Network, Inc.](http://jobs.workable.com/companies/dkdrpy1Um98xx7gHkUjJ68.md)
**Location:** Peoria, United States
**Workplace:** hybrid
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/ada53ceb-77f1-453e-ba0b-ef874beb6f1d)

## Description

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! If you're looking to grow your career within an extremely reputable, stable Fortune 100 company - let's talk!

### 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

## Benefits

-   401(k)
-   Dental insurance
-   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! [https://www.dsnworldwide.com](https://www.dsnworldwide.com)

**Expected Compensation**: $65,000-70,000 annually