The senior infrastructure analyst and infrastructure analyst for knowledge management is a role in Group Technology to create an environment that provides technology knowledge to enable technology demand, delivery and support / operations efficiencies and effectiveness.
The role will be working closely with internal technology teams to capture, review, publish and maintain accuracy of knowledge articles in the areas of application platforms, infrastructure and its corresponding standard operating procedures.
Key responsibilities are as follow:
Knowledge strategy
1. Implement and support strategies for knowledge management to meet organisational objectives and enhance knowledge flow across organisational units
2. Develop taxonomies, policies and procedures for knowledge management including guidelines for knowledge creation, retention and sharing to ensure effective and efficient use of knowledge
Infrastructure
1. Collaborate with infrastructure and application platforms to understand the end-to-end infrastructure service dependencies that provides a specific customer/user journey
2. Develop knowledge articles containing introductions, infrastructure map, breakpoints, backlogs and impacts across the infrastructure landscape
3. Understand and derive potential infrastructure SOPs to support monitoring, recovery and recurring procedures on functional areas
Knowledge governance
1. Editing and proofreading content before publication to ensure clarity, grammatical accuracy and brand consistency
2. Optimising content according to SEO best practices to increase visibility and engagement
3. Managing content calendars and ensuring timeline publication of materials
4. Utilising content management systems to analyse website traffic and users engagement metrics
5. Updating knowledge centre content as needed and ensuring a cohesive digital presence
6. Engaging with online community and responding to comments or questions in a manner that reflects the brand voice
7. Monitoring content trends and staying up-to-date with advancements in content technology and platforms
8. Conducting proactive content audits to assess how well existing content is performing and to identify gaps or areas for improvements
9. Measuring the impact of content and campaigns, reporting on content benefits and adjusting strategies accordingly
10. Thinking about user experience and takes ownership for quality and accuracy
11. Facilitate technical exchanges, dissemination and coordination of knowledge and learning products through platforms, trainings/workshops, induction programmes, etc across knowledge management team and contributors
12. Collaborating with knowledge custodian, i.e. Jira, Confluence, etc, to ensure availability of knowledge management tooling
As part of the experience, you'll be learning about:
1. Bank's policies and processes
2. Various technology solutions that is enabling the bank
3. Collaboration with various technology and business stakeholders
(Apply now at https://my.hiredly.com/jobs/jobs-malaysia-hiredly-x-job-senior-infrastructure-analyst)
; Requirements:- 1. Degree in related computer science principles
2. Min 5 years' experience in infrastructure
-Infrastructure solutioning / implementation as infra solution architect
-Knowledge in banking or financial institutions technology landscape
-Hands on experience in application and/ infrastructure interdependencies
-Application and/or infrastructure delivery and support processes
-Documentation of knowledge as part of operations readiness or support
3. Min 5 years' experience in knowledge related areas
-Familiar with knowledge management tools, content management systems and databases
-Ability to categorise, tag and structure information effectively
-Hands on technical content write-ups such as technical articles for incident and problem resolution, standard operating procedures and other technical contents
-Measuring effectiveness and efficiencies of knowledge and continuously improve to increase these measurements
4. Understanding of production issues criticality and impact to customers
5. Good knowledge processes
6. Critical thinking and able to resolve problems creatively
7. Proficient in using Jira and Confluence
8. Strong interpersonal and collaborative skills as well as highly effective communication skills
9. Organised, detail oriented and thorough
10. Strong desire to help improve processes and mentor others
11. Knowledge / certification in ITIL is advantageous