AI & Knowledge Management Analyst
On-sitePune, Maharashtra, India
Job Summary
Build, maintain, and continuously improve AI agents supporting internal operations, client support, and knowledge workflows. Evaluate AI-enabled use cases to recommend practical applications that improve efficiency and service quality. Create, review, and organize knowledge content including articles, guides, and FAQs while partnering with subject matter experts to ensure accuracy and usability. Monitor knowledge health by tracking article usage and feedback to identify lifecycle maintenance needs. Develop and maintain Power BI dashboards that provide visibility into support trends and operational performance. Analyze data to identify patterns, root causes, and opportunities for process improvement. Collaborate with cross-functional teams to gather requirements, refine workflows, and support adoption of AI and knowledge tools.
Required Qualifications
- Demonstrated ability to learn quickly, work within defined guidelines, and contribute to operational and business process improvements in a SaaS environment
- Proven ability to collaborate effectively across cross-functional teams including support, product, engineering, and operations
- Experience gathering, refining, and translating requirements into actionable operational, knowledge, or technical support solutions
- Strong analytical and problem-solving capabilities with the ability to evaluate data, identify trends, and develop clear recommendations
- Working knowledge of AI-enabled workflows, AI agent use cases, and practical automation approaches that improve efficiency and support organizational objectives
- Experience managing or supporting knowledge content, including article development, content review, lifecycle maintenance, and content governance
- Ability to communicate findings, recommendations, and operational updates clearly to both technical and non-technical stakeholders
- Understanding of IT Service Management (ITSM) principles, including ITIL and Knowledge-Centered Service (KCS), and their application within customer support operations
- Advanced proficiency with Microsoft Excel and business intelligence/reporting tools such as Power BI
- Experience working with data platforms and analytics tools, including Snowflake or comparable technologies
- Working knowledge of workflow and collaboration platforms including Jira, Confluence, and Slack
- Experience leveraging AI productivity and automation tools such as ChatGPT, Microsoft Copilot, and Atlassian Intelligence to improve operational efficiency
- Ability to configure basic workflow automations, dashboards, and reporting solutions to support operational processes and governance activities
- Demonstrates curiosity and adaptability in learning and applying emerging AI technologies to improve individual and team effectiveness
- Ability to leverage AI tools responsibly to enhance productivity, research, analysis, content creation, problem-solving, and decision-making while maintaining appropriate human oversight
- Understands the importance of data privacy, confidentiality, security, and responsible AI practices when using AI-enabled tools
- Evaluates AI-generated outputs for accuracy, relevance, and business appropriateness, exercising sound judgment before applying or sharing results
- Willingness to continuously develop AI knowledge and adopt new AI capabilities that support business objectives and operational excellence
- Bachelor's degree in Business Administration, Information Systems, Data Analytics, Operations Management, or a related field; equivalent practical experience accepted
- 2+ years of related experience in business analysis, knowledge management, operational support, process improvement, reporting, or related functions within a SaaS organization, preferably in financial services
- Fluency in English, including written, verbal, and presentation communication skills
- Ability to communicate effectively with cross-functional stakeholders, including technical teams, operational leadership, and business partners
Desired Qualifications
- Internship, academic project, or early professional experience supporting cross-functional operational initiatives or process improvement is preferred
- Familiarity with AI-enabled business operations, analytics-driven decision-making, and operational workflow optimization
- Relevant certifications such as ITIL Foundation, Certified Business Analysis Professional (CBAP), or Agile-related certifications are preferred but not required
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