Knowledge Analyst

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

📋 Compliance

☁️ SaaS

🏢 Enterprise

💰 Seed Round on 2018-01

Compliance • SaaS • Enterprise

Capita is a business focused on providing essential internet services related to the management of cookies on websites. Although the text is primarily informational about cookies and their legal implications within the EU, Capita likely deals with compliance and privacy policies to help businesses adhere to regulations, ensuring effective data management and user experience online.

📋 Description

• Creating, updating, and maintaining task‑based operational knowledge including articles, flows, decision trees and exception guidance. • Applying clear taxonomy, tagging, and metadata to improve search success and ensure content is AI‑ready. • Using analytics, QA insight and frontline feedback to drive continuous content improvements. • Preparing and structuring content for AI consumption, including RAG‑ready formats, compliant guardrails and source citations. • Collaborating with SMEs, Operations, Learning, QA, Transformation, and Technology teams to ensure knowledge accuracy and alignment. • Supporting new processes, technology rollouts, and transformation initiatives with timely, governed knowledge updates.

🎯 Requirements

• Experience in knowledge management, content design, technical writing, or process documentation. • Background in contact centre or back‑office operations, especially in training creation, quality assurance, or junior business analysis. • Strong capability in plain‑English writing and simplifying complex operational processes. • Understanding of taxonomy, metadata, tagging and search optimisation. • Ability to interpret QA, analytics and customer insight to improve content. • Excellent collaboration skills with Operations, QA, Learning and Technology teams. • Comfortable working in a fast‑paced environment with stakeholders who may be navigating change or demonstrate resistance (resilience and strong stakeholder interaction is key).

🏖️ Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice • Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more • Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform • You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.