Job Description
Job Description
Business Analyst III
Location: Fairfield, CA 94533
Job Type: Temporary Contract
Work Schedule: Monday–Friday, 8:00 AM – 5:00 PM PST
Work Arrangement: Hybrid (Onsite 1 day per week)
Pay Rate: $39.00–$50.00 per hour
Position Overview
We are seeking an experienced Business Analyst to develop, organize, and optimize operational knowledge for enterprise IT and Network Operations environments. This role is responsible for designing scalable knowledge management frameworks, maintaining documentation standards, improving searchability, and ensuring critical operational information is easily accessible to support fast and effective incident response.
The ideal candidate has strong experience in knowledge management, IT operations, documentation governance, taxonomy design, and cross-functional collaboration.
Key Responsibilities
Enterprise Taxonomy & Knowledge Architecture
- Develop and maintain enterprise taxonomies for operational documentation, including:
-
- Runbooks
- Playbooks
- Standard Operating Procedures (SOPs)
- Troubleshooting guides
- Escalation procedures
- Recovery documentation
- Design scalable classification models using attributes such as:
-
- Service/Application
- Technology Domain
- Alert Type
- Incident Category
- Severity/Priority
- Support Group/Owner
- Escalation Path
- Environment
- Region/Site
- Tool/Platform
- Establish metadata standards, naming conventions, tagging structures, and version control to improve consistency and searchability.
- Design intuitive folder structures, indexing methods, and cataloging systems that reduce retrieval time during operational incidents.
Knowledge Catalog Management
- Build and maintain a centralized repository for operational documentation.
- Ensure documentation is properly categorized, tagged, and linked to relevant services, systems, alerts, and ownership groups.
- Develop quick-access retrieval methods using standardized keywords, synonyms, and common failure scenarios.
- Improve overall usability of the knowledge base for frontline operations teams.
Documentation Standardization
- Create standardized templates for:
-
- Runbooks
- SOPs
- Troubleshooting Guides
- Escalation Documentation
- Drive consistency in documentation structure, approval, publishing, and maintenance.
- Partner with subject matter experts to transform undocumented or inconsistent operational knowledge into clear, repeatable procedures.
- Ensure documentation supports both experienced engineers and newer operators.
Governance & Lifecycle Management
- Establish governance processes for:
-
- Content creation
- Review and approval
- Publishing
- Retirement
- Periodic recertification
- Define documentation ownership across operational teams.
- Monitor documentation quality, duplication, outdated content, and knowledge gaps.
- Conduct recurring audits to ensure documentation remains current and aligned with operational practices.
Operational Integration
- Align documentation taxonomy with:
-
- Network Operations workflows
- Monitoring platforms
- Ticketing systems
- CMDB/Service Catalogs
- Incident Management processes
- Collaborate with operations leaders, engineers, and service owners to ensure documentation reflects real-world procedures.
- Support integration with platforms such as ServiceNow, monitoring consoles, knowledge portals, and incident response workflows.
- Map knowledge assets to alert rationalization, event correlation, and standard response procedures.
Search Optimization & User Experience
- Improve search functionality, tagging practices, and document discoverability.
- Analyze how operators search for information and continuously refine taxonomy structures.
- Introduce user-focused enhancements including:
-
- Keyword aliases
- Symptom-based search
- Service-based lookup
- Incident-type navigation
- Track retrieval effectiveness and identify opportunities to improve the user experience.
Continuous Improvement & Metrics
- Develop and report on key performance indicators (KPIs), including:
-
- Documentation coverage
- Taxonomy completeness
- Search success rate
- Time-to-retrieve documentation
- Documentation ownership compliance
- Recertification compliance
- Reduction of duplicate or outdated documentation
- Identify knowledge gaps based on operational trends and incident analysis.
- Support post-incident reviews by identifying missing or outdated documentation and recommending improvements.
Required Qualifications
- Bachelor's degree in Information Systems, Information Technology, Library & Information Science, Knowledge Management, Computer Science, or a related field, or equivalent professional experience.
- Minimum of 5 years of experience in one or more of the following:
-
- IT Operations
- Network Operations
- Network Operations Center (NOC)
- Service Operations
- Knowledge Management
- Technical Documentation
- IT Service Management (ITSM)
Required Skills & Experience
- Experience designing enterprise taxonomies, metadata models, knowledge architectures, or documentation catalog structures.
- Strong understanding of:
-
- Network Operations Center (NOC) processes
- Incident Management
- Escalation workflows
- Operational response procedures
- Experience with documentation and knowledge management platforms such as:
-
- ServiceNow
- SharePoint
- Confluence
- Similar enterprise knowledge management tools
- Strong ability to organize complex technical information into intuitive, searchable documentation.
- Excellent technical writing, editing, and communication skills.
- Strong stakeholder management and collaboration skills with the ability to work effectively across operations, engineering, and service management teams.