Department: Projects and Strategic Execution Grade: 9

Reports To: Assistant Vice President of Internal Support Classification: Exempt

Supervises Direct: 0 Supervises Indirect: 0

Approved By: Effective Date:02/22/2023

Revised Date: 02/24/2023

Role:

The Knowledge Base Analyst coordinates resources that are used for internal and member-facing self-help materials housed in knowledge base, or other in-house communication platforms. Works with the Internal Support Team to maintain a regular cadence of reviewing, updating, archiving, or creating materials as needed, pulling in other internal stakeholders when necessary. This role will identify gaps, trends, outdated information, needed information, and behavior (usage) issues, and will report to department leadership to ensure consistent and standard practices are followed by all impacted teams. Works in conjunction with the full enterprise to support Rogue's Vision, Mission and Values.

Essential Functions & Responsibilities:

25% Assess data quality and create and apply data standards. Use reporting features to monitor the frequency of use and satisfaction levels. Provide Internal Support leadership and content owners with usage data and other statistical reports as requested.

25% Develop, update, maintain, and produce content for knowledge base, FAQs, and web tools in coordination with the Knowledge & Content Administrator.

20% Optimize the use of the knowledgebase for enhancing organizational effectiveness. Provide system navigation training and consultation to departments as requested. Develop training documents to supplement guided or self-directed training.

15% Develop expertise of the entire credit union and drive development of knowledge capture as well as contribute to broader knowledge development and proprietary assets.

5% Evaluate the business impact of created content through the use of surveys, analytics and ongoing conversations with contacts throughout the organization.

5% Meet all milestones and final deliverables by deadlines; when delays do occur, work with the team to estimate, monitor, adjust, and proactively communicate revised deadlines as needed.

5% Take on additional projects and responsibilities as needed.

Performance Measurements:

1. Supports and practices Rogue's Vision, Mission, Values and Loyalty Culture. Utilizes the Service Promises with both internal and external members. Embraces Rogue's community involvement program in a positive and proactive manner.

2. Demonstrates empathy, self-reflection, and adjustment of own behaviors, displaying effective emotional intelligence.

3. Meets or exceeds assigned goals in order to achieve individual, department and credit union goals. Stays informed of current trends within the credit union movement and financial services industry.

4. Keeps up to date and knowledgeable on all credit union services, policies, procedures, promotions and branch operations to ensure quality member service and a projection of professionalism to members.

5. Communicates with co-workers, management, and members in a positive and professional manner utilizing the Service Promises and makes serving them a top priority. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.

6. Receives feedback professionally and applies learning to new situations. Ability to be nimble, try new things, and take on new challenges.

7. Adheres to and maintains all credit union promotional, regulatory and policy compliance requirements including compliance with any Federal, and State laws.

8. Works closely with the Assistant Vice President of Internal Support and the Assistant Vice President of Projects & Strategic Execution to ensure that tasks are being completed in a timely and accurate manner.

9. Maintains confidentiality in all areas of responsibility.

Knowledge and Skills:

Experience: One month to twelve months of similar or related experience.

Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Strong self-driven time-management skills and prioritization abilities. Must possess a strong knowledge of the Microsoft Office suite and technically agile in learning new programs and software. Ability to work independently and as part of a team. Strong communication skills both written and verbally. Active listening skills, with deductive reasoning ability. Willingness to adapt to changing business needs and deadlines.

Physical Requirements: Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication, and make fine discernments in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal and extensive reading.

Work Environment: Normal workday with occasional overtime. May require working Saturdays. May include evening or early morning travel with overnight stays. Travel to all credit union regions may be required. Exposed to potentially hazardous condition, e.g., robbery.

Disclaimer:

Job descriptions are not intended, and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs.

Note: Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.

Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

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