1+ months

Information Analyst- Knowledge Management MULTIPLE LOCATIONS

Miami, FL 33128

The Information Analyst- Knowledge Management position can be located in any of our ONE ADP hubs: Alpharetta GA, Augusta GA, El Paso TX, Orlando FL, Miami FL, Tempe AZ, Norfolk VA.


ADP (NYSE: ADP), with over $7 billion in revenues and approximately 500,000 clients, is one of the largest independent computing services firms in the world. Our services include a full suite of human resource administrative services; integrated securities transaction processing and investor communications services for the financial services industry.

Human Resources Outsourcing (HRO) Shared Services Team is offering an exciting career growth opportunity, the Knowledge Management Information Analyst- Level 1.


This person will be part of a team responsible for driving the growth of the Knowledge Management (KCS) program central to the HRO's innovative Digital Service strategy. Additionally this person would be responsible for ongoing communication and education regarding the knowledge management vision across the organization.


At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.



  • Responsible for collaborative creation and maintenance of organizational knowledge in the Salesforce-based Knowledge Management System (KMS).
  • Assist in the introduction, implementation, and monitoring of the Knowledge-Centered Service (KCS) methodology across the Human Resource Outsourcing (HRO) busines unit.
  • Provide ongoing coaching to service teams in the implementation of  KCS aligned case resolution practices.
  • Perform analysis on information usage to determine knowledge gaps for user groups and working with stakeholders to develop prioritized project plans to fill these gaps.
  • Collaborate with Business Intelligence teams in the development of reports and dashboards that provide visibility to leaders regarding knowledge use trends across HRO.
  • Collaborate with Enterprise Learning to develop learning materials that provide instruction on using knowledge aligned behaviors to resolve client issues.
  • Collaborate with Subject Matter Experts (SMEs) to ensure needed content is created or updated in response to business needs.
  • Collaborate with project teams in providing knowledge support to the launching of new products and services.
  • Collaborate with development teams to introduce new knowledge base functionality that improve the accessibility and use of knowledge.
  • Identify new methods, tools, and change management initiatives that support the realization of the HRO Shared Service's strategy and vision.
  • Responsible for assisting in the collaborative governance of the KCS program across the HRO.
  • Anticipate emerging service requests; satisfy current requests, and sunset obsolete solutions.
  • Ability to work independently in a virtual work arrangement.
  • Ability to thrive within a collaborative, scrum based team environment.
  • Regularly engage with the Consortium for Service Innovation to remain current on KM best practices that can be leveraged to support the growth of the KM program.



  • Education: BA or BS in Education, Business, Human Resources, or other related field or equivalent experience.
  • Experience: Minimum 3 Years’ experience in a Knowledge Management, Information Management, Technical Support Specialist or Learning and Development role.
  • Previous experience and awareness of using knowledge management platforms to support an omnichannel engagement strategy leveraging tools such as mobile applications, chatbots and service portals.
  • 2 years of developing reference and procedures for web publication experience.
  • Demonstrated ability to meet multiple deadlines and manage a heavy workload.
  • Ability to effectively engage key knowledge program stakeholders from individual contributors to senior leadership.
  • Excellent verbal and written communication skills.
  • Ability to handle sensitive or confidential information.



  • Knowledge-Centered Service (KCS) experience
  • Salesforce Knowledge experience
  • Ability to facilitate workshops, training, and coaching programs
  • Excellent verbal and written communication skills
  • Motivated self-starter with effective time management skills
  • Experience with Agile Scrum
  • Ability to work independently, as well as being a team member

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADPs culture and our full set of values.



  • Other
Posted: 2022-02-14 Expires: 2022-06-16

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Information Analyst- Knowledge Management MULTIPLE LOCATIONS

Miami, FL 33128

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