Knowledge Management Analyst

Knowledge Management Analyst Requisition ID: req1363 Employment Type: Unclassified Regular Full-Time (URF) Division: Benefit Operations Support Compensation: 67,081.00 - 83,852.00, Annual Salary Job Closing: 3/27/2026 Location: 4655 Mueller Boulevard Austin, Texas, 78723 United States WHO WE ARE: In the Pension Services Division, we cultivate connection with our more than 2 million valued members by striving for excellence through counseling and administering benefits for retirees, active members, and employers. It is our goal to ensure our members have personalized service for pension benefits every day. Joining our fast-paced team you'll have the opportunity to create meaningful experiences by learning the ins and outs of our business alongside a committed and collaborative community. Through coaching and mentorship, you'll gain the skills you need to achieve your career goals at TRS while earning member trust and making a positive impact in their lives. The Knowledge Management Analyst supports the Pension Services division by ensuring accurate, accessible, and well-organized information resources. This position develops and maintains documentation, optimizes processes, and manages knowledge platforms to improve operational efficiency and compliance. The analyst collaborates closely with Pension Services staff, Health Division, compliance teams, IT, and Communications to capture and share critical information across the organization. WHAT YOU WILL DO:Knowledge Repository & Documentation• Develop and maintain a centralized knowledge base for pension policies, procedures, and workflows, ensuring it is accurate, current, and easy to navigate. • Implement version control and establish governance standards for documentation updates. • Create standardized templates and guidelines for process documentation to maintain consistency across the division. • Regularly audit knowledge assets to identify outdated or redundant content and ensure compliance with internal and regulatory requirements. Content Development & Training Support• Partner with training and quality assurance teams to ensure consistency of information in knowledge platforms and processes. • Partner with training and HR teams to integrate knowledge resources into onboarding programs and ongoing learning initiatives. • Collaborate with training and e-learning to develop quick-reference tools and job aids to help staff use knowledge resources to resolve member inquiries efficiently. • Collaborate with training to develop and facilitate knowledge-sharing sessions, workshops, and feedback loops to promote best practices and continuous improvement. Technology & Stakeholder Engagement• Administer and optimize knowledge management platforms (e.g., NiCE Expert, SharePoint, intranet portals), ensuring functionality and accessibility. • Ensure knowledge content is developed in a format that is useable by both staff and AI tools such as agent assist technologies. • Monitor usage metrics and user feedback to identify gaps and improve engagement with knowledge resources. • Measures and evaluates knowledge management effectiveness, tracking usage, relevance, and impact on KPIs such as customer satisfaction and interaction handle time. • Coordinate with the Knowledge Management Governance Committee and present data findings and recommendations. • Act as a liaison between Pension Services, Health Division, compliance teams, IT, and communications to capture and disseminate critical information across departments. • Research and recommend new tools, features, or automation opportunities to enhance knowledge capture and delivery. Performs related work as assigned. WHAT YOU WILL BRING:Required Education • Bachelor's degree from an accredited college or university. • High school diploma or equivalent and additional experience in knowledge management, documentation, process improvement or similar experience may be substituted on an equivalent year-for-year basis. Required Experience • Three (3) years of full-time directly related, progressively responsible experience in knowledge management, documentation, or process improvement roles or a closely related field. Preferred Qualifications • Understanding of retirement plans. • Experience working in financial services or pension administration roles. • Experience with pension administration software and compliance frameworks. • Project management skills for documentation and knowledge initiatives. • Experience using NiCE CXOne contact center platform and NiCE Expert knowledge management solution or similar knowledge management solution. Knowledge of • Knowledge management platforms (e.g., NiCE Expert, SharePoint, intranet systems) and document control standards. • Principles and best practices of knowledge management and information governance including Knowledge-Centered Service (KCS) principles • Pension administration processes, including benefit calculations and compliance requirements. Skill in • Strong analytical and problem-solving skills for process improvement and gap analysis. • Excellent written and verbal communication skills for creating clear documentation and training materials. • Proficiency in Microsoft Office Suite and knowledge management tools. • Ability to manage multiple projects and prioritize tasks in a fast-paced environment. Ability to • Translate complex pension regulations and processes into user-friendly documentation. • Collaborate effectively with cross-functional teams, including compliance, IT, Health and member services. • Adapt to changing regulations and organizational needs quickly and accurately. • Promote knowledge-sharing culture and drive adoption of knowledge management practices. Military Occupational Specialty (MOS) Codes: Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty ( ) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at with questions or for additional information. To view all job vacancies, visit or For more information, visit

Created: 2026-03-12