Job Description

The Analyst I, GBS - Knowledge Management will support the development, governance, maintenance, and continuous improvement of knowledge across Global Business Services.

The role will partner with process owners, SMEs, operations teams, and functional stakeholders to capture business-critical knowledge and convert it into clear, standardized, accessible, and reusable knowledge assets.

The Analyst will support SOP governance, knowledge repositories, process documentation, training and knowledge-transfer materials, while helping strengthen knowledge adoption and reduce dependency on individual or tribal knowledge.

Key Responsibilities

Knowledge Capture & Documentation

• Partner with SMEs, process owners, and GBS teams to capture operational and process knowledge.
• Create, update, and maintain SOPs, work instructions, process guides, FAQs, checklists, knowledge articles, and training materials.
• Convert complex process information into structured and easy-to-understand documentation.
• Support process mapping and documentation of critical operational workflows.

Knowledge Repository Management

• Maintain organized knowledge repositories using platforms such as Microsoft SharePoint and Microsoft Teams.
• Ensure knowledge assets are appropriately categorized, version-controlled, searchable, and accessible to relevant users.
• Perform periodic content reviews to identify outdated, duplicate, or obsolete documentation.
• Support repository structure, metadata, naming conventions, and document lifecycle management.

Knowledge Governance

• Support the implementation of Knowledge Management standards and governance across GBS.
• Track document ownership, review cycles, approvals, version history, and expiry dates.
• Coordinate periodic SOP and knowledge-asset reviews with process owners and SMEs.
• Maintain an audit-ready trail of approvals and document changes.

Knowledge Transfer & Capability Building

• Support structured knowledge-transfer activities during onboarding, transitions, process changes, and new service migrations.
• Develop training decks, quick-reference guides, FAQs, and onboarding materials.
• Coordinate KT sessions with process SMEs and track completion and knowledge readiness.
• Help identify recurring knowledge gaps and recommend appropriate training or documentation interventions.

Continuous Improvement & Analytics

• Monitor knowledge-management metrics such as SOP compliance, review-cycle completion, repository usage, content freshness, training completion, and knowledge gaps.
• Identify opportunities to simplify documentation, improve findability, and standardize knowledge-management practices.
• Support automation, digitalization, and AI-enabled knowledge-management initiatives where applicable.
• Prepare regular dashboards and status reports highlighting risks, gaps, overdue reviews, and improvement opportunities.

The emphasis on SharePoint, Teams, process mapping, SOP governance and repository management aligns with existing Kraft Heinz Knowledge Management positioning.

Expected Outcomes

• Business-critical GBS knowledge is documented, current, and easily accessible.
• SOPs and knowledge articles follow established templates and governance standards.
• Knowledge repositories remain structured, searchable, and current.
• Document reviews and approvals are completed within agreed timelines.
• Knowledge-transfer activities are appropriately documented and tracked.
• Repetitive knowledge gaps and documentation issues are identified and resolved.
• GBS teams have reliable knowledge resources to support onboarding and day-to-day operations.

Skills, Qualifications & Experience

Education

• Bachelor's degree in Business Administration, Human Resources, Operations, Communications, Information Management, or a related discipline.

Location(s)

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.