Business Analyst

Job Summary :

The Airports Authority seeks a Business Analyst to serve as a Knowledge Base Developer. This role involves developing and maintaining a structured knowledge base and documentation framework to support self-service and operational efficiency. The ideal candidate will collaborate with cross-functional teams to create accurate, accessible, and user-friendly documentation.

Location : Washington, United States

Responsibilities :

• Develop, organize, and maintain a structured knowledge base and self-service content repository.
• Create user manuals, FAQs, standard operating procedures (SOPs), process documentation, and how-to guides.
• Collaborate with SMEs, engineers, product managers, and support staff to gather accurate and up-to-date information.
• Establish content standards, templates, taxonomy, and style guides for consistency across all documentation.
• Conduct content audits and gap analyses to improve accuracy and completeness.
• Manage version control and documentation lifecycle across updates and releases.
• Work within knowledge management platforms (e.g., Confluence, SharePoint, Zendesk, ServiceNow, Salesforce Knowledge, or others).
• Ensure knowledge base content is easily searchable, discoverable, and accessible to the intended audience.
• Incorporate feedback from users and continuously improve documentation based on usage and analytics.
• Conduct business analysis and research.
• Make complex analyses of data and information and make recommendations.
• Engage with stakeholders across all levels to gather feedback and requirements.
• Prepare written materials and facilitate presentations and formal briefings.

Required Skills & Certifications :

Preferred Skills & Certifications :

Special Considerations :

Scheduling :