Knowledge Management Business Analyst

Job Description

The How2 Knowledge Management Business Analyst is a strategic professional who stays abreast of developments within the knowledge management field and contributes to directional strategy by considering their application in their own role and across the enterprise. Recognized as a subject matter authority for knowledge management practices and the How2 platform within the business. Requires solid commercial awareness and an understanding of how enterprise knowledge drives operational effectiveness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence, and convince others, in particular colleagues in other areas and occasional external stakeholders. The How2 Knowledge Management Business Analyst delivers significant impact through the design, governance, and continuous improvement of the enterprise knowledge management platform, ensuring that knowledge assets are accurate, accessible, and actionable. Provides advice and counsel related to knowledge strategy, content governance, and platform capabilities. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• The How2 Knowledge Management Business Analyst is responsible for partnering with multiple business and technology teams to ensure the appropriate integration of knowledge management functions across the enterprise; identify and define necessary platform enhancements; analyze existing knowledge structures and content gaps; and recommend and implement solutions that improve knowledge accessibility and quality.
• Provides deep expertise in knowledge management principles and an advanced understanding of the How2 platform's capabilities, architecture, and governance model.
• Formulates and defines scope and objectives for complex, high-impact knowledge management initiatives through in-depth analysis of business processes, content workflows, and enterprise knowledge needs; documents requirements and translates them into actionable platform configurations or enhancements.
• Partners with multiple business areas and technology teams to ensure appropriate integration of knowledge management functions, content standards, and taxonomy frameworks to meet organizational goals.
• Works closely with Product Owners, Subject Matter Experts, and Content Stewards to determine, document, and maintain knowledge base structure, content accuracy, and lifecycle governance requirements.
• Evaluates the implications of evolving knowledge management technologies and industry best practices, and recommends adoption strategies relevant to the How2 platform and the broader enterprise environment.
• Identifies risks related to knowledge gaps, content quality, data integrity, and platform adoption; communicates impact to stakeholders; and proposes mitigation strategies to ensure a reliable and trusted knowledge ecosystem.
• Acts as an advisor or coach to new or junior knowledge management analysts and content contributors; allocates work and provides guidance on platform standards and best practices.
• Provides in-depth analysis with interpretive thinking to identify knowledge management challenges and develop innovative solutions that enhance user experience, content discoverability, and platform utilization.
• Directly impacts the business by influencing strategic knowledge management decisions through advice, counsel, platform insights, and data-driven recommendations on content performance and adoption metrics.
• Persuades and influences stakeholders across all levels through strong communication, diplomacy, and a clear articulation of the value delivered by an effective enterprise knowledge management platform.
• Performs other duties and functions as assigned.
• Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Recommended Qualifications:

• 6–10 years of experience in knowledge management, business analysis, or a related field, with demonstrated involvement in enterprise knowledge management platform initiatives.
• Proven experience designing or governing knowledge management platforms, including taxonomy development, content lifecycle management, and search optimization.
• Strong business analysis skills, including requirements gathering, process mapping, user story development, and stakeholder management across complex, cross-functional environments.
• Familiarity with enterprise knowledge management tools and platforms such as How2, Confluence, ServiceNow Knowledge Management, or similar systems.
• Demonstrated leadership, interpersonal skills, and relationship-building skills, with the ability to engage and align diverse stakeholder groups around knowledge strategy.
• Service-oriented attitude with a commitment to improving the end-user knowledge experience and driving measurable platform adoption.
• Ability to work in a fast-paced environment, managing multiple knowledge management workstreams and priorities simultaneously.
• Experience leading or supporting requirement gathering efforts for large-scale knowledge platform implementations or migrations.
• Proficient in using knowledge management and collaboration tools, analytics dashboards, and content management systems.
• Excellent interpersonal and communication skills, with the ability to translate complex knowledge management concepts into clear guidance for both technical and non-technical audiences.

Education:

• Bachelor's/University degree; Master's degree preferred.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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