The Knowledge Base Analyst is responsible for creating, maintaining, governing, and optimizing knowledge content used across customer-facing chatbots, digital self-service channels, and customer service operations. This role ensures that knowledge articles are accurate, up-to-date, easy to understand, and aligned with customer experience objectives. The Knowledge Base Analyst plays a key role in improving chatbot performance, enabling agent productivity, increasing self-service success, and maintaining a consistent source of truth across the organization.

Job Scope

• Own and manage the Knowledge Base system, including platform administration, content structure, taxonomy, user access, governance standards, and continuous optimization.
• Create, maintain, and publish knowledge base articles based on business requirements, operational updates, and customer inquiries.
• Support content migration activities, including auditing, mapping, validation...