Location: Greater Toronto Area or Windsor, Ontario; Hybrid, 2 days on-site (Tuesday and Wednesday)
Language: Strong written and spoken English required
Background Check Requirement: Criminal Record Check and 5-year employment verification required

 

About the Opportunity 

Our client in the health & insurance sector is creating a brand-new Knowledge Management System Analyst role to strengthen how information supports their contact centre teams. This is an opportunity to fully own and shape the KM function, ensuring frontline staff have fast, accurate access to critical information that improves both customer and agent experiences.

You will join a collaborative team within a 30-person division, supporting approximately 250 contact centre agents and partnering closely with Quality, Training, Operations, and Claims. With an upcoming migration from Verint to NICE, you will play a hands-on role in redesigning content, improving system flow, and driving meaningful change across the organization.

 

What’s in it for You

You will step into a role where your voice matters and your ideas drive impact. This organization values initiative, collaboration, and continuous improvement, offering exposure to cross-functional leaders and meaningful transformation work.

You will gain experience leading a system migration, influencing governance standards, and shaping a knowledge strategy that directly improves operational performance. Flexible start times and a hybrid model support work-life balance.

 

Your Responsibilities

Will include but may not be limited to the following:

• You will lead the migration of knowledge content from Verint to NICE, redesigning articles and optimizing tagging, taxonomy, and search functionality.
• You will analyze KM system data, including article performance and usage trends, to identify gaps and improvement opportunities.
• You will create, edit, and govern knowledge articles to ensure clarity, compliance, and usability.
• You will collaborate with contact centre leaders, SMEs, QA, and Training teams to prioritize updates and enhance adoption.
• You will drive internal improvement initiatives that strengthen KM processes and elevate the frontline experience.

 

Skills and Qualifications

• Post-secondary education in Business Administration, Insurance, Analytics, or related field.
• 2+ years of experience in knowledge management, content analysis, business analytics, or process improvement, ideally within insurance or contact centre environments.
• Experience working with KM platforms such as NICE, Verint, Zendesk, or Salesforce.
• Strong analytical skills with proficiency in Excel, Power BI, Tableau, or similar tools.
• Demonstrated ability to write and structure clear, professional knowledge content.
• Proactive, self-starting mindset with strong interpersonal and stakeholder management skills.

 

Note from the Hiring Manager

“We’re looking for someone who takes ownership and runs with ideas. This role is about building something meaningful and creating a knowledge experience that truly supports our frontline teams.”

 

Why Partner with Altis

If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.

 

 

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.