Knowledge Manager

Who we are:

Global Sales Operations (GSO) supports efficiency and enablement of Oracle Global Sales with standard sales processes, analytics, sales management tools, and Oracle SalesHelp support.

What you’ll do:

The successful candidate will have a passion for process development and maintenance, digital communication methods, writing, and an ability to implement change across complex cross-functional teams.

• Write digital content for scalable sales processes across Oracle Communication channels for key sales processes: Sales Planning, Demand Generation, Opportunity Management, Quoting, and Renewals.
• Research, test, and propose revised content to reach Sales users quickly and accurately.
• Provide regular KPIs to Global Process Owners and Global Deployment Managers and to gauge the use and overall effectiveness of Knowledge Base content.
• Craft compelling content for the SalesHelp chatbot – Understand Sales requirements and create conversational dialogue flows aimed at solving the end user’s query.
• Maintain chatbot conversations to identify misclassified or unrecognized intents and identify any problems with the content.
• Track and analyze chatbot end-user experience for continuous improvement.
  

Responsibilities

Documents processes, programs, and business practices to improve operational efficiency, consistency, and compliance to support the organization’s financial and tactical business objectives.
Serve as a liaison with Global Process Owners and Global Deployment Managers to create and update Knowledge Base and Chatbot content to ensure accurate and timely transaction processing. Work involves problem-solving with assistance and guidance in understanding and applying company policies and procedures. Communicate Oracle Business Practices to the organization and monitor processes and policies for full compliance via the SalesHelp Knowledge Base Portal.This role provides a unique opportunity to gain exposure to and work with an automated, natural-language-powered chatbot to deliver an alternative self-service support application to Oracle’s Sales team. The ideal candidate is a strong communicator, highly organized, tech-savvy, and thrives in a fast-paced environment.

Skills:

• 1-2 relevant work experience in Knowledge Management, Chatbot management desired
• Attention to detail critical
• Ability to collect, organize, and display data in Word format.
• Follow-through skills are necessary to get information from internal and third parties and have data errors/omissions corrected.
• Strong written and verbal communication skills to interact with cross-functional teams critical.
• Strong project management, prioritization, and task management skills; ability to juggle multiple competing priorities.
• Passionate about creating engaging and effective conversational chat experiences.
• Collaborative in a team environment and thrive independently.
• Strong organization skills
  

Qualifications

Career Level - IC1

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.