IT Business Analyst - Knowledge Management

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.

• Previous experience implementing or participating in Knowledge Centered Support (KCS) is preferred
• Clear understanding of the principles of knowledge management
• Able to elicit requirements from both business and IT objectives and needs
• Familiarity with IT tools, including both legacy and Web‐based social networking applications
• Knowledge of enabling IT technology domain
• Fluency in critical thinking, structured analysis, and problem solving
• Confident and effective communicator
• Skillful listener with an open style; good at facilitating discussion
• Proficient understanding of Data Analytics as applied to Knowledge Management
• Strong understanding of KM, including KM process, strategy and road mapping
SKILLS AND CAPABILITIES
• Certified Knowledge Manager (CKM) and/or KCS certifications preferred
• Collaboration and relationship‐building skills
• Excellent written and oral communication skills in the English language
• Expertise with common productivity tools such as Word & Excel in addition to online editors and html code
• Creative and self‐motivated with strong problem‐solving skills (thinks outside the box)
• Business process re‐engineering skills
• Customer support skills
• Project management skills
• Business case development skills
• Experience with configuration and customization of InQuira (Oracle Knowledge Management) and RightNowCX preferred

The Knowledge Management/ IT Business Analyst will support the KM program as a critical member of the core Knowledge Management Office.
Through collaboration with all KM program stakeholders, the IT/Business Analyst ensures the needs of Oracle’s Global IT and Business organizations are met; that users are provided with the appropriate level of support through a centralized knowledge repository and that support content is available utilized effectively.


KEY RESPONSIBILITIES
• Assists in development, implementation and support of the KM technology infrastructure strategy in collaboration with the core KM team as informed by the goals and objectives of the KM program
• Facilitates and monitors the use and improvement of knowledge management
• Monitors / reports progress of KM initiatives to the knowledge management leader
• Works with organization leaders and stakeholders to identify areas of opportunity and gaps in knowledge flow
• Supports the design, implementation, and enhancement of core KM approaches used to support critical knowledge flow within and across the business and knowledge domains
• Administrates, supports and influences the knowledge‐sharing technologies and processes
• Engages in and supports KM‐related technology training and awareness activities
• Creates and maintains Knowledge content, according to process and standards
• Supports and influences the knowledge management process in Global IT
• Promotes KM approaches (e.g., communities of practice, facilitated transfer of best practices, lessons learned, common knowledge flow processes, and collaborative tools)
• Monitors the effectiveness, maintenance, and use of IT tools and systems as they apply to KM and implements improvements
• Helps disseminate information about the organization's KM program to internal and external audiences