Business/technical analyst - knowledge management
Pubblicato il 17-08-2026 - Experteer Italy in Firenze
Business/Technical Analyst - Knowledge Management
In this role you shape the knowledge foundation and its integrations to support AI-powered customer care. You translate business needs into technical requirements and collaborate with cross-brand teams to improve data flows and knowledge workflows. You will define content models and map information across systems, driving tests and iterative improvements. This position offers the chance to influence knowledge architecture at scale within a diverse, ESG-conscious digital services group.
- Gather and analyse knowledge management and integration requirements across brands
- Analyse current knowledge sources, data flows, systems and processes to identify gaps and opportunities
- Define and maintain the content model with the Foundation PM for downstream systems and AI customer care
- Map knowledge sources, data flows and integration points and define information flow between systems
- Translate requirements into user stories, process maps, workflows and acceptance criteria
- Support implementation and configuration of knowledge workflows and integrations
- Design and execute tests, analyse results and troubleshoot issues
- Iterate with business and technical teams to improve the solution
- 3+ years of experience as a Business/Technical Analyst or similar hybrid role on technology or data projects
- Strong experience analysing data, systems and business processes
- Ability to translate business requirements into technical solutions and define implementation and testing
- Experience eliciting and documenting requirements including user stories and process maps
- Hands‑on testing, validation and troubleshooting of technology solutions
- Comfortable working with low-code/workflow platforms and configuration changes
- Strong analytical and stakeholder management skills
- Excellent documentation and communication skills
- Located near a European office for hybrid work
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