Business/Content Analyst

• Support the end‑to‑end project ensuring DePuy Synthes is fully prepared to operate as an independent, stand‑alone business.
• Analyze the current department structure, operating procedures, training governance, documentation, and quality frameworks to identify readiness needs.
• Develop a comprehensive duplication and rebranding plan to stand up all required processes, materials, and systems for the new entity.
• Create organizational operating models, process maps, workflows, job‑function curricula, and document libraries to support a fully independent operation.
• Partner with cross‑functional leaders to align decisions, resolve gaps, and ensure readiness across training, quality, and customer service functions.
• Support project planning, tracking, and delivery of milestones as defined by Leadership.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

3–5 years of experience in customer service operations, enablement, or support functions, with direct responsibility for training, coaching, or performance support of customer service agents.
3+ years of experience delivering customer service training and coaching across multiple channels, including calls, chats, emails, and transactional processing.
Demonstrated experience providing quality assurance (QA) for customer interactions, including monitoring, feedback delivery, and reinforcement of documented business processes and soft‑skills standards.
2–4 years of experience supporting or managing knowledge content, documentation, or training materials, including creation, review, maintenance, and continuous updates.
Hands‑on experience ensuring customer service teams have access to up‑to‑date resources, tools, and documentation, and acting as a frontline support resource for issue resolution and escalation.
2+ years of experience supporting enterprise transformation or change initiatives, such as system migrations, divestitures, or operating‑model changes.
Proven experience performing content rationalization and cleanup, including:

Reviewing existing materials
Identifying ownership or entity‑specific content
Splitting shared documentation into parallel libraries while maintaining consistent business processes


Experience supporting branding and organizational separation efforts, ensuring documentation is accurately aligned to the correct business entity (e.g., standalone vs. legacy organizations).
Strong ability to collaborate with cross‑functional stakeholders (operations, training, project teams) to validate content accuracy and support project timelines.
Excellent written and verbal communication skills, with the ability to translate complex processes into clear, user‑friendly documentation and training content.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.