AI Knowledge Analyst I

Overview

Support knowledge governance and AI readiness for Customer Care and Managed Services by maintaining accurate, structured, and continuously improving knowledge assets.

What you'll do

• Manage intake, triage, and routing of knowledge requests.
• Maintain content lifecycles through SME review checkpoints.
• Conduct knowledge audits and resolve obsolete, duplicate, or conflicting content.
• Structure and groom content for ingestion into AI platforms.
• Monitor AI knowledge performance and track content improvements.
• Analyze workflows, usage data, feedback, and engagement metrics for improvement opportunities.
• Present knowledge findings and recommendations to leadership.

What you'll need

• At least 2 years of related experience in knowledge management, operations enablement, content governance, or business analysis.
• Experience developing content for human use and machine ingestion.
• Familiarity with knowledge management systems such as Confluence, Salesforce Knowledge, or ServiceNow.
• Proficiency in Microsoft 365 tools including Word, Excel, SharePoint, and Forms.
• Strong written and verbal communication skills.
• Ability to interpret usage data and translate findings into action.
• Bachelor's degree in a related field or equivalent education and experience.

Nice to have

• CRM familiarity, preferably Salesforce.
• Understanding of how content structure and taxonomy affect AI/ML performance.
• Change management or knowledge management certification such as Prosci, KCS, or ACMP.
• Experience applying Lean/Six Sigma frameworks.

Details

• Location: Hyderabad, Telangana, India.