Knowledge Management Analyst

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About the Organization

The World Bank Group is a unique global partnership of five institutions driven by a bold vision to create a world free of poverty on a livable planet. As one of the largest sources of funding and knowledge for developing countries, we help solve the world’s greatest development challenges. When you join the World Bank Group, you become part of a dynamic, diverse organization with 189 member countries and more than 120 offices worldwide. We work with public and private sector partners, invest in groundbreaking projects, and use data, research, and technology to bring tangible and transformative changes around the globe.

Job Description/Responsibilities

The Knowledge Management Analyst at AskAccounting will be responsible for these core functions:

Service Desk:

• Plan and allocate resources for service desk operations, ensuring adequate coverage and efficient functioning across all service desk hours including nightshift.
• Manage daily adherence to schedules, monitor First Contact Resolution (FCR) rates, and ensure compliance with Service Level Agreements (SLAs).
• Coordinate leave management and backup planning across all processes and desk coverage, in consultation with the Team Lead, to ensure uninterrupted service delivery.
• Collaborate with the ITS team to maintain and ensure functionality of service desk systems such as CRM and Contact Center Telephony.
• Prepare and deliver regular and ad-hoc reports to support team performance tracking and decision-making.
• Manage quality assurance initiatives, monitor key performance indicators (KPIs), ensure timely resolution of client queries, and coordinate training programs.
• Develop expertise in at least one content area, provide client support via phone and email, and serve as a Subject Matter Expert (SME) to support the team.
• Identify and address training needs, coordinate effectively with stakeholders, and manage escalations with professionalism.
• Review and enhance business processes and manage projects involving testing and implementation of system enhancements.
• Address client queries and manage escalations with professionalism and efficiency.
• Work closely with the team leads in executing the work program and achieving operational goals.

Documentation:

• Plan and allocate resources for the documentation portfolio in consultation with the Team Lead to ensure timely and efficient delivery.
• Manage regular documentation requests and projects from initiation to completion.
• Liaise with stakeholders in business units to clarify documentation requirements and actively participate in project meetings to align deliverables.

Change Management & Announcements:

• Author and review announcements and kiosk content to ensure clarity, consistency and alignment to style guides.
• Develop and maintain change management resources such as videos, one-pagers, and other support materials.
• Plan and disseminate project-related, fiscal year-end, regular, and ad hoc announcements.

Education Qualification/Required Skills & Experience

• Bachelor’s or Master’s degree in a relevant discipline
• A minimum of three years of relevant experience in client services and service desk supervision with a multinational organization
• Strong verbal and written communication abilities, with the capacity to express ideas and opinions clearly, confidently, and without errors.
• Strong data analytical skills with knowledge of AI/ML and attention to detail
• Proven ability to manage projects effectively, ensuring timely delivery and stakeholder alignment.
• Ability to gather, organize, and present data in a user-friendly format that supports decision-making.
• Proficient in Microsoft Office and Power Platform tools, including MS Word, Excel, PowerPoint, Power BI, and Power Tools, with the ability to present information in a clear, actionable format that supports effective business decision-making.
• Should be client focused, flexible and work effectively with other staff in the unit and outside.
• Ability to deal sensitively in a multi-cultural environment and build effective working relations with clients and peers.

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