Our global air lines client is looking for a curious and experienced candidate who will work to document high level product information, product defects and resolutions. The position requires a combination of documentation experience, passion for organization, project management skills, and attention to detail.
The Support Business Analyst will work over the project timeframe to consolidate product knowledge into a single information repository. The ideal candidate will have experience creating a knowledge repository (specifically Salesforce Knowledge) or a product support system previously – although not required. The Support Business Analyst is expected to organize his/her time in order for maximum effectiveness and communicate effectively any roadblocks. He or she will use a combination of current sources of information (including a defect repository, current product FAQs and overviews) as well as key subject matter experts (SMEs) to combine necessary information needed.
Overview: This is a 3-6 month 40 hours/week contract role. Must be ATL-based and open to 3 days/week onsite.
Responsibilities:
• Create a Sales Technology Product Knowledge Center with product information (specifically product issues and resolutions)
• Review existing information sources and consolidate information into single repository
• Discovering, documenting and coordinating information presentation
• Partnering with SMEs to elicit necessary details needed to complete the project
• Tracking project progress and providing routine and frequent updates
• Evaluating constraints and presenting alternative solutions
Qualifications:
• High School diploma, GED or High School Equivalency
• 5+ years’ work experience with at least 3 years of experience with technology or documentation field
• Proven documentation experience
• Must possess analytical skills and technical knowledge to understand relevant content
• Excellent written and verbal communication
• Self-directed and highly motivated with ability to deliver in a fast-paced operational environment
• Ability to multi-task and drive closure of open issues/concerns
• Creative and innovative problem solver with project management experience
• Ability to prioritize and meet deadlines under pressure
• Proficient PC skills including advanced level knowledge of Microsoft Excel, Word, Power Point and project management software required
Preferred Qualifications:
- Prior experience with Salesforce Knowledge
- Prior experience as a business analyst on digital projects
- Experience creating documentation repositories
- General knowledge of travel related industry segments (airlines, hotels, travel agencies)
- Passion for process and customer needs
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