CallCenterNinjaAbout Concentrix
At Concentrix, we are not just a global leader in technology and services; we are the driving force behind transformative solutions that empower the best brands in the world. We believe content is connective tissue of design, tying desired outcomes to meaningful experiences. We speak as strategic leaders who bridge design, technology, and business to deliver a human-centered approach for our clients and their customers. Having proudly made our mark on the Fortune 500 list, we focus on enhancing client experiences through a unique blend of human-centered design, tech-powered solutions, and intelligence-driven strategies.
Job Profile Summary
We are looking for a versatile and experienced KMS Lighthouse Platform Specialist who can successfully analyze, monitor, report and optimize enterprise knowledge management and content management platforms during and after content migration initiatives.
Our ideal candidate combines expertise in enterprise CMS and knowledge management platforms with strong analytical capabilities, project coordination skills and a consultative approach to content performance improvement. Familiarity with the telecom industry is a bonus. This individual works cross-functionally with Content Strategists, Content Authors, Migration Specialists, Quality Assurance teams, Project Managers, Client Stakeholders and Platform Administrators to support successful content transformation programs.
You are the primary owner of platform insights, reporting, performance analytics, and operational monitoring, ensuring content effectiveness, delivery excellence, and stakeholder visibility across large-scale enterprise content ecosystems.
Responsibilities:
Monitor KMS Lighthouse dashboards and similar knowledge management tools to assess content health and usage trends.
Analyze article consumption metrics, search behavior, customer feedback, engagement patterns and content performance indicators.
Track and report on content effectiveness, search success rates, feedback trends and overall platform utilization.
Develop actionable recommendations to improve content quality, findability and customer experience.
Support enterprise-level content migration initiatives across CMS and Knowledge Management platforms.
Validate migrated content performance and identify post-migration optimization opportunities.
Produce weekly, monthly and periodic operational reports for internal leadership and client stakeholders.
Translate platform data into meaningful business insights and recommendations.
Monitor operational performance against established service level agreements (SLAs) and project delivery timelines.
Track content migration milestones, reporting requirements, and performance commitments.
Identify recurring content feedback themes and unresolved customer pain points.
Support data-driven recommendations for content enhancement, restructuring and optimization.
Provide analytical inputs for content prioritization, roadmap planning and future content investments.
Required skills:
3-5 years of experience supporting enterprise content management, knowledge management or content migration programs.
Degree in Information Management, Communications, Business, Information Systems, Technical Communication or related field.
Experience working with KMS Lighthouse or similar knowledge management platforms.
Experience with enterprise CMS platforms and large-scale content repositories.
Strong analytical and reporting skills with the ability to transform data into actionable business insights.
Experience monitoring KPIs, performance metrics, and operational dashboards.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Excellent written, verbal, and stakeholder communication skills.
Ability to work independently and as part of a team in a fast-paced environment.
Excellent time management and organizational skills.
Team player with excellent communication and interpersonal skills.
Reliable home internet service.