The Airports Authority seeks a Business Analyst to serve as a Knowledge Base Developer. This role involves developing and maintaining a structured knowledge base and documentation framework to support self-service and operational efficiency. The ideal candidate will collaborate with cross-functional teams to create accurate, accessible, and user-friendly documentation.
Location:Washington, United States
Responsibilities:
- Develop, organize, and maintain a structured knowledge base and self-service content repository.
- Create user manuals, FAQs, standard operating procedures (SOPs), process documentation, and how-to guides.
- Collaborate with SMEs, engineers, product managers, and support staff to gather accurate and up-to-date information.
- Establish content standards, templates, taxonomy, and style guides for consistency across all documentation.
- Conduct content audits and gap analyses to improve accuracy and completeness.
- Manage version control and documentation lifecycle across updates and releases.
- Work within knowledge management platforms (e.g., Confluence, SharePoint, Zendesk, ServiceNow, Salesforce Knowledge, or others).
- Ensure knowledge base content is easily searchable, discoverable, and accessible to the intended audience.
- Incorporate feedback from users and continuously improve documentation based on usage and analytics.
- Conduct business analysis and research.
- Make complex analyses of data and information and make recommendations.
- Engage with stakeholders across all levels to gather feedback and requirements.
- Prepare written materials and facilitate presentations and formal briefings.
Required Skills & Certifications:
- 5+ years of experience as a Technical Writer, Knowledge Manager, or similar role.
- 5 years of experience conducting business analysis.
- Proven experience building or revamping knowledge base systems from the ground up.
- Strong written and verbal communication skills with a focus on clarity and usability.
- Proficient with knowledge management and documentation tools (e.g., SharePoint, ServiceNow, Zendesk Guide, or similar).
- Ability to translate technical concepts into simple, actionable content.
- Familiarity with content organization strategies like topic-based authoring, metadata tagging, and content hierarchies.
- Exceptional communications skills.
- Bachelor's Degree from an accredited college or university in Business, or Statistics.
Preferred Skills & Certifications:
- Experience working with technical teams in IT, product, or software development environments.
- Comfortable engaging with stakeholders across all levels to gather feedback and requirements and ensure alignment with business needs and priorities.
Special Considerations:
Scheduling:
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