Knowledge Analyst

Responsibilities

• Creating, updating, and maintaining task‑based operational knowledge including articles, flows, decision trees and exception guidance.
• Applying clear taxonomy, tagging, and metadata to improve search success and ensure content is AI‑ready.
• Using analytics, QA insight and frontline feedback to drive continuous content improvements.
• Preparing and structuring content for AI consumption, including RAG‑ready formats, compliant guardrails and source citations.
• Collaborating with SMEs, Operations, Learning, QA, Transformation, and Technology teams to ensure knowledge accuracy and alignment.
• Supporting new processes, technology rollouts, and transformation initiatives with timely, governed knowledge updates.

Requirements

• (Essential)
• Experience in knowledge management, content design, technical writing, or process documentation.
• Background in contact centre or back‑office operations, especially in training creation, quality assurance, or junior business analysis.
• Strong capability in plain‑English writing and simplifying complex operational processes.
• Understanding of taxonomy, metadata, tagging and search optimisation.
• Ability to interpret QA, analytics and customer insight to improve content.
• Excellent collaboration skills with Operations, QA, Learning and Technology teams.
• Comfortable working in a fast‑paced environment with stakeholders who may be navigating change or demonstrate resistance (resilience and strong stakeholder interaction is key).
• Desirable
• Experience with Oracle Fusion
• Experience with AI‑enabled knowledge, RAG, chatbots, copilots or knowledge governance.
• Experience with CCaaS/CRM platforms such as Amazon Connect , Genesys, Five9, Salesforce, or Dynamics.
• What Success Looks Like
• High‑quality, accurate, compliant knowledge that is fully AI‑ready.
• Improved search success and reduced "null search" or "repeat search" rates.
• Faster onboarding and reduced time to competence for new colleagues.
• Reduced errors, rework and repeat contact by improving clarity and consistency.
• Continuously improving content informed by QA, CX and operational insight.
• Why Join Us?
• This is an exciting opportunity to contribute directly to a large‑scale AI transformation programme. You'll help establish the foundations for smarter, safer, more efficient knowledge that powers both our people and our digital services.
• About Capita
• We're a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
• What's in it for you?
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and dev

Benefits

Additional Information

Job Description Summary We're looking for a proactive and detail‑driven Knowledge Analyst to join our integrated Knowledge, Learning & Quality (KLQ) function. This role is central to enabling high‑quality, AI‑ready operational knowledge that supports both human advisors and AI agents across our Contact Centre and Business Process Operations. You will create, maintain, and optimise knowledge content that drives accuracy, consistency, and first‑time‑right outcomes for customers. This work directly improves onboarding speed, reduces errors, and enhances customer experience. This is a fantastic opportunity to be part of a large‑scale transformation programme that is evolving Capita's contact centre and back‑office environments into fully AI‑enabled operations. Job title: Knowledge Analyst Job Description:

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