Salesforce.com, Inc Senior Business Operations Analyst - Knowledge in Hyderabad, India
Job CategoryCustomer Success Group
Position Title: Senior Business Operations Analyst - Knowledge
Salesforce is well-known and highly regarded in the industry for its Knowledge Management (KM). We are looking to raise the bar in KM excellence and innovation in this ever-evolving social and global community. As a passionate and customer-focused Knowledge Analyst, you will drive Knowledge and content improvement through data-driven analytics and program rigor, resulting in easy-to-find, relevant, top-quality content for optimum customer self-service and internal Global Technical Support agent enablement.
Leverage omni-channel performance analytics on content engagement and effectiveness and drive improvement of the internal and external customer experience.
Develop and sustain trusted relationships with business partners and cross-functional Knowledge stakeholders.
Coordinate between Global Technical Support and Engineering documentation teams to identify and address Knowledge Base improvement opportunities.
Partner with cross-functional teams to ensure the technical accuracy of content in the Salesforce Knowledge Base.
Analyze and share monthly insights and opportunities with Knowledge Champions and Functional Support Group leaders to identify content gaps and influence self-service success.
Apply SEO and content best practices to optimize Knowledge Articles for ease of use and optimal search performance.
Program management of relevant Knowledge initiatives and cross-functional project participation.
Develop and analyze recurring reports to communicate the business value of the Knowledge program, including: self-service success, content engagement, and overall program participation.
Enact regular audits of content to ensure adherence to content management principles and business rules.
Serve as the POC and spokesperson for Knowledge at the Hyderabad Success Center (HSC) - which includes engagement with both agents and external customers.
Assist in the creation, editing, and maintenance of technical documentation where necessary.
Stay informed of industry trends as well as knowledge-building and performance enablement innovations.
BA/BS Degree in Communications or related discipline.
2-5 years of prior experience in technical customer support.
2-5 years experience with Salesforce.com and/or CRM applications.
Demonstrated analytical ability to synthesize and communicate actionable data insights with the appropriate level of detail for multiple audiences.
Experience in Data Taxonomies and Information Architecture
Familiarity with content management systems and understanding of Knowledge Management principles and techniques.
Demonstrated ability to apply SEO and content best practices to SME created content
Fast-learner, self-starter, and strong team player.
Ability to work effectively with a geographically dispersed team.
Familiarity with KCS and experience driving it across customer support organization.
Acute attention to detail, organized and results oriented.
Excellent written and verbal communication skills.
Comfortable interacting with all levels of management.
Ability to multi-task and perform effectively under pressure.
Familiarity with Agile program and project management methodologies.
Demonstrated skills and success in process improvement design and workflow analysis.
Experience writing and publishing technical documentation.
Familiarity with information architecture (IA), user experience (UX), and/or user research.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
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