Knowledge Base Engineer Responsys
THIS JOB HAS EXPIRED Overview:
Responsys was built with the mission to change the way that the world does marketing in the digital age. We?re a cloud software company that?s helping companies take advantage of technologies like email, mobile, social, display, and the web to drive up revenues and build lasting relationships with consumers.
After a successful IPO in 2011, we?ve got our eye on becoming the first billion-dollar cloud marketing company. Our customers think we?re changing the game. The analysts agree. And our employees love the journey we?re on. We need rock stars who want to make the dream a reality.
Be responsible for the administration of the Responsys Customer Support self-service portal and knowledge management processes including the design, development and delivery of the Responsys Customer Support self-service function to Responsys employees and customers
Understand and drive best practices and standards on the knowledge management methodology.
Assist in educating knowledge management participants in use of the knowledge management technology and methodologies and promote business benefits.
Work to provide recommendations on how to improve the knowledge management and self service processes to increase usage and adoption
Responsible for the implementation of continuous improvements to the content, development, design and delivery processes
Analyze content trends within the knowledge base; i.e., usage and hits on key content
Identify content gaps and fill knowledge/content gaps by working with domain experts to close those gaps. This individual will work with members of all teams to collect and standardize relevant knowledge.
Drive usage/acceptance through communications, learning and rewards ? including harvesting success stories, monitoring resistance and coaching users.
Provide coaching and mentoring to others involved in the KM and self-service process.
Monitor KM contribution and self-service system feedback, drive QA and approval before processing, and flag items that are not being addressed on a timely basis
Participate as a member of the strategic project team to assist with shaping the future of self service and KM within the Responsys support process.
Bachelors degree or equivalent work experience
2-3 years of experience successfully administrating a knowledge base (preferable using Salesforce)
Strong organizational skills.
Proven ability to work independently as well as in a team environment
Demonstrated, excellent customer service, interpersonal skills
Superior troubleshooting and problem-solving skills.
Proven ability to balance multiple priorities
Excellent English language oral and written communication skills.
Ability to handle multiple tasks concurrently and work effectively, both independently and in teams, ensuring timely completion of assignments and meeting established quality standard
Demonstrated ability to learn new technical platforms with ease, especially Web-based technologies
Working knowledge of knowledge management processes and technologies
Working knowledge of CRM technologies
Working knowledge of Ariba solutions
||900 Cherry Avenue |
San Bruno, CA 94066
THIS JOB HAS EXPIRED