Infrastructure Analyst

The senior infrastructure analyst & infrastructure analyst for knowledge management is a role to create an environment that provides technology knowledge to enable technology demand, delivery & support / operations efficiencies & effectiveness. The role will be working closely with internal technology teams to capture, review, publish & maintain accuracy of knowledge articles in the areas of application platforms, infrastructure & its corresponding standard operating procedures. Key responsibilities are as follow: Knowledge strategy 1. Implement & support strategies for knowledge management to meet organisational objectives & enhance knowledge flow across organisational units 2. Develop taxonomies, policies & procedures for knowledge management including guidelines for knowledge creation, retention & sharing to ensure effective & efficient use of knowledge Infrastructure 1. Collaborate with infrastructure & application platforms to understand the end-to-end infrastructure service dependencies that provides a specific customer/user journey 2. Develop knowledge articles containing introductions, infrastructure map, breakpoints, backlogs & impacts across the infrastructure landscape 3. Understand & derive potential infrastructure SOPs to support monitoring, recovery & recurring procedures on functional areas

Knowledge governance 1. Editing & proofreading content before publication to ensure clarity, grammatical accuracy & brand consistency 2. Optimising content according to SEO best practices to increase visibility & engagement 3. Managing content calendars & ensuring timeline publication of materials 4. Utilising content management systems to analyse website traffic & users engagement metrics 5. Updating knowledge centre content as needed & ensuring a cohesive digital presence 6. Engaging with online community & responding to comments or questions in a manner that reflects the brand voice 7. Monitoring content trends & staying up-to-date with advancements in content technology & platforms 8. Conducting proactive content audits to assess how well existing content is performing & to identify gaps or areas for improvements 9. Measuring the impact of content & campaigns, reporting on content benefits & adjusting strategies accordingly 10. Thinking about user experience & takes ownership for quality & accuracy 11. Facilitate technical exchanges, dissemination & coordination of knowledge & learning products through platforms, trainings/workshops, induction programmes, etc across knowledge management team & contributors 12. Collaborating with knowledge custodian, i.e. Jira, Confluence, etc, to ensure availability of knowledge management tooling

As part of the experience, you'll be learning about: 1. Bank's policies & processes 2. Various technology solutions that is enabling the bank 3. Collaboration with various technology & business stakeholders Requirements 1. Degree in related computer science principles 2. Min 5 years (for senior) or 3 years (for junior) experience in infrastructure

a. Infrastructure solutioning / implementation as infra solution architect b. Knowledge in banking or financial institutions technology landscape c. Hands on experience in application &/ infrastructure interdependencies d. Application and/or infrastructure delivery & support processes e. Documentation of knowledge as part of operations readiness or support 3. Min 5 years (for senior) or 3 years (for junior) in knowledge related areas a. Familiar with knowledge management tools, content management systems & databases b. Ability to categorise, tag & structure information effectively c. Hands on technical content write-ups such as technical articles for incident & problem resolution, standard operating procedures & other technical contents d. Measuring effectiveness & efficiencies of knowledge & continuously improve to increase these measurements 4. Understanding of production issues criticality & impact to customers 5. Good knowledge processes 6. Critical thinking & able to resolve problems creatively 7. Proficient in using Jira & Confluence 8. Strong interpersonal & collaborative skills as well as highly effective communication skills 9. Organised, detail oriented & thorough 10. Strong desire to help improve processes & mentor others 11. Knowledge / certification in ITIL is advantageous