Experience Range: with at least 4 to 6 years of experience in business analysis, content management, and knowledge management within digital or global content domains Key Responsibilities: 1. Conduct stakeholder interviews, workshops, and discovery sessions to gather business requirements and content management needs for global FAQ initiatives 2. Analyze FAQ content across multiple websites, documenting content structures, ownership, metadata, and business processes 3. Develop and maintain comprehensive content inventory and classification documentation to support content governance and reusability 4. Capture and document business rules, governance requirements, localization considerations, and content lifecycle processes 5. Facilitate traceability between stakeholder requirements, findings, recommendations, and deliverables to ensure alignment and transparency 6. Identify content gaps, duplication, inconsistencies, and opportunities for content reuse to optimize global knowledge management 7. Document current-state processes, governance models, approval workflows, and content management practices to inform future-state recommendations 8. Support the development of implementation playbooks, strategic recommendations, and operational process improvements for global content management Required Skills: 1. Proficiency in content management systems (CMS) and digital content platforms 2. Expertise in business requirements documentation, process flows, user stories, and traceability matrices 3. Strong analytical skills for synthesizing qualitative and quantitative information 4. Experience with metadata management and taxonomy development for content classification 5. Advanced skills in Excel and PowerPoint for documentation and reporting 6. Experience documenting business processes, workflows, governance models, and operating procedures Preferred Skills: 1. Experience in knowledge management or customer support initiatives 2. Familiarity with content governance, localization processes, and enterprise transformation programs 3. Understanding of customer journey mapping and content lifecycle management 4. Experience working in regulated industries such as healthcare, life sciences, or medical devices 5. Ability to support content modernization and digital experience projects Desired Qualifications: 1. Bachelor's degree in Information Management, Business Administration, Data Analytics, or a closely related discipline 2. Certification in Business Analysis (e.g., CBAP, CCBA, PMI-PBA) 3. Certification in Content Management or Knowledge Management (e.g., KM Institute Certified Knowledge Manager) Additional Information: Remote offshore work arrangement
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