Business Analyst

• Develop, organize, and maintain a structured knowledge base and self-service content repository.
• Create user manuals, FAQs, standard operating procedures (SOPs), process documentation, and how-to guides.
• Collaborate with SMEs, engineers, Product managers, and support staff to gather accurate and up-to-date information.
• Establish content standards, templates, taxonomy, and style guides for consistency across all documentation.
• Conduct content audits and gap analyses to improve accuracy and completeness.
• Manage version control and documentation lifecycle across updates and releases.
• Work within knowledge management platforms (e.g., Confluence, SharePoint, Zendesk, ServiceNow, Salesforce Knowledge, or others).
• Ensure knowledge base content is easily searchable, discoverable, and accessible to the intended audience.
• Incorporate feedback from users and continuously improve documentation based on usage and analytics.

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