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Content Analyst - 30465

Full Time

On-Site

Bengaluru, Karnataka, India

Job Category: Customer Experience

Our Team

The Knowledge Base (KB) team is a group of Content Analysts who are responsible for all documentation within Informatica Global Customer Support (GCS). Content Analysts are primarily responsible for editing and publishing technical articles, monitoring site traffic and content adoption by customers, designing and reviewing support videos and multimedia modules, executing Search Engine Optimization (SEO) activities, authoring end-user manuals, and publishing blogs in-house and on the company websites.

Your Opportunity

We are looking for a highly motivated individual to create and manage the content within our internal and external Knowledge Base. In this role, you will be required to use your writing and editing skills to ensure that the knowledge base articles published are of highest quality. Understanding of the workings of a support organization, content management, and search engine optimization are critical for this role.

Your Responsibilities

As an integral part of the KB team, you will be expected to:

Edit Knowledge Base articles for completeness, style, and accuracy to ensure it reflects Informatica's commitment to quality
Ensure timely availability and search-ability of highly technical documents in Informatica Knowledge Base for our customers
Review the content consumption by customers and devise strategies to ensure better adoption
Plan, develop, and write highly technical information that describes the functionality and behavior of Informatica products
Gather information from technical specialists and SMEs and write FAQs, technical tips, and white papers on common problems reported by customers
Understand and gain hands on experience on Informatica products

Your Qualification

3+ years in the field of technical writing/content management/knowledge management

Proficiency of Knowledge Base concepts is mandatory
Understanding of a CRM and KCS compliant authoring system such as Salesforce is recommended
Understanding of site traffic analysis, HTML, Web concepts, and hands-on experience in video editing or with tools such as Omniture, Woopra, or Walk Me is a plus
Bachelor’s degree in IT/English/Journalism or equivalent technical experience
Certification in Technical Writing or Instructional Design will be an added advantage
Excellent writing, documentation, and presentation skills
Proficiency in MS Office is mandatory
Great attitude, energy, and attention to detail are critical

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

At Salesforce, we strive to create an accessible and inclusive experience for all candidates.

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Equal Opportunity Statement.

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.