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Operations Analyst I
Ref No.: 18-14693
Location: San Francisco, California
Operations Analyst, Enablement - Content Management

The Global Enablement team is looking for someone passionate about content management, to join us as an individual contributor. In this role, you will identify ways to improve system and process, create the necessary documentation, and liaise between multiple, cross-functional teams to ultimately ensure delivery of quality content to Salesforce's customer facing employees. You'll understand content adoption, user behaviour trends to report back to business stakeholders.

Responsibilities
Build relationships with publishing communities 
Build and update content governance standards, processes, training, and guides that support scalable content management
Perform content audits on content and publishers using search and content analytics and reports
Identify and report to various stakeholders on content management KPIs including content adoption, user behaviour trends
Demonstrate leadership and business acumen by anticipating business needs and are able to respond with alternative solutions when business priorities change
Derive insights based on data and analytics and deliver those to Content Ownership groups
Understand your audience and be able to tailor strong communication and presentation to your audience
Effectively prioritize work from multiple projects and stakeholders

Required Qualifications
Bachelor's degree
3+ years Content Management experience
Familiarity with Salesforce products
Proven leadership skills demonstrating strong judgment, problem-solving, and decision-making abilities
Experience presenting to senior-level leadership or other decision makers to present and sell ideas to various audiences (technical and non-technical)
Experience working effectively within collaborative, highly matrixed work environments
Experience in Customer Service
Strong communication skills, both written and oral
Team player with service-oriented attitude and customer focus

Desired Skills
Experience in CRM
Hand on experiencing implementing a CMS
Experience in Agile principles or experience working on scrum teams
Experience with Knowledge Management
Expertise in taxonomies
Experience working with sales, marketing, and / or IT teams