Knowledge Management Analyst

Grade Level (for internal use):

Department overview:

The Customer Experience Team within Market Intelligence, partners closely with Sales, account management, and product to deliver a differentiated customer experience. This group enables our revenue team by overseeing customer success, revenue operations, and implementation of commercial technology. This includes Salesforce, alignment to targets in strategic growth areas, and empowerment of accelerated growth and delivery by putting the customer at the core of everything we do – driving a full customer experience that differentiates us from our competitors.

The Proposal & Customer Assessment Team, within Revenue Operations & Transformation, plays a crucial role in driving new revenue generation and ensuring superior customer satisfaction. The team supports key workflows such as RFPs, due diligence, risk assessments, client audits, and other customer inquiries, by providing high-quality proposals and relevant information throughout the pre- and post-sales cycles. Serving a diverse range of clients across various geographies, the team is committed to a client-first mindset, forging strong partnerships and delivering exceptional results.

Position Summary:

This individual will play a pivotal role in the development, maintenance, and continual refinement of the collaterals and database content utilized by the team to respond to client inquiries. This multifaceted responsibility necessitates seamless collaboration among various stakeholders and obtaining appropriate signoffs.

Collaborating closely with both business, technical, and functional leads, this individual will strive to ensure the consistency and accuracy of responses, drawing upon a comprehensive understanding of the product solution and platform from both business and technical perspectives.

Furthermore, the individual will assume responsibility for regularly validating the collateral housed within the Loopio software, liaising with stakeholders to maintain accuracy and relevance. They will also take charge of onboarding additional product groups, orchestrating the entire process from preparation to execution and delivery of formal responses that exemplify the firm's capabilities and expertise. Through their meticulous attention to detail and proactive approach, they will ensure that the firm remains at the forefront of providing comprehensive and compelling responses to inquiries.

• Knowledge Management Strategy: Develop and implement a comprehensive knowledge management strategy.
• Content Curation and Organization: Oversee the curation and organization of knowledge assets, including due diligence documents, proposal templates, best practices, case studies, and other relevant resources. Ensure that information is easily accessible and structured in a logical manner to facilitate retrieval and reuse.
• Knowledge Capture: Implement processes for capturing tacit knowledge from team members, including lessons learned, expertise, and insights gained from past projects and experiences. Utilize tools and platforms to capture and document knowledge effectively.
• Knowledge Sharing: Facilitate knowledge-sharing initiatives within the team to foster collaboration, learning, and innovation. This may involve organizing knowledge-sharing sessions, creating communities of practice, and promoting a culture of knowledge sharing and collaboration.
• Training and Onboarding: Develop training materials and resources to onboard new team members and support their ongoing development.
• Quality Assurance: Implement quality assurance processes to ensure the accuracy, relevance, and currency of knowledge assets. Regularly review and update content to reflect changes in policies, procedures, and industry standards.
• Continuous Improvement: Monitor the effectiveness of knowledge management initiatives and identify opportunities for improvement. Gather feedback from stakeholders and team members to refine processes, address challenges, and enhance the overall knowledge management ecosystem.

Education and experience:

• Bachelor’s degree in a related field, with 8+ years of experience in knowledge management, information management, or a related field.
• Experience in leading knowledge management initiatives or projects within an organization.
• Strong understanding of knowledge management principles, practices, and methodologies.
• Experience with knowledge management systems, content management systems, and collaboration tools.
• Familiarity with relevant technologies, such as document management systems, intranets, and enterprise search tools.
• Experience in developing and implementing knowledge management strategies and processes.
• Experience in change management, stakeholder engagement, and driving organizational culture change.
• Proven track record of successfully managing knowledge management projects from inception to implementation.
• Experience in facilitating knowledge-sharing, collaboration, and learning initiatives within an organization.
• Familiarity with tools such as Loopio, RFPio, Qvidian would be advantageous.
• Proficiency in relevant software tools and platforms, such as Microsoft SharePoint, Microsoft Teams, Confluence, or similar.

Personal competencies:

• Exceptional communication and interpersonal skills, able to engage and influence stakeholders at all levels with flexibility and negotiation expertise to drive optimal outcomes.
• Strong analytical and problem-solving abilities, skilled in assessing complex data and developing actionable strategies.
• Self-motivated with a keen eye for detail, ensuring high-quality execution in all tasks.
• Highly proficient in managing multiple projects simultaneously, demonstrating adaptability as priorities shift, and showing creativity and perseverance in problem-solving.
• Demonstrates consistent creativity and initiative across all tasks and projects.
• Fosters strong collaborative relationships with internal teams, enhancing synergy and teamwork.
• Open to work on shifting schedule and EMEA shift.

About S&P Global Market Intelligence
At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.
For more information, visit www.spglobal.com/marketintelligence.

What’s In It For You?

Our Mission:

Advancing Essential Intelligence.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

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