Orlando, Florida

Job Description

Position Overview

The successful candidate will focus on supporting the delivery of high quality proactive post-sales solutions to the Oracle customer base while serving as an advocate for customer needs. This involves supporting the organization in the delivery of knowledge content solutions for the GBU product portfolio

As a member of the Global Business Units Support Operations team the Knowledge Specialist is responsible for ensuring the knowledge framework used by support agents and customers is optimized and maintained to deliver the highest level of self-service materials. Responsibilities include but are not limited to coaching and mentoring new knowledge contributors, tracking and driving usage and currency of knowledge content, ensuring quality and regulatory standards are adhered to by users and empowering subject matter experts to engage with the knowledge systems in order to drive the highest levels of self-service and productivity for the organization.

The successful candidate will work as part of the GBU Tier 1 Support Operations team to build, test and maintain solutions to assist with resolving post-sales technical customer inquiries. The candidate will collaborate cross-functionally across the GBUs to leverage experience and guidance from advanced support and other experts to incorporate into knowledge solutions.

This role requires the successful candidate to be able to work independently to complete technical assignments by exercising judgement to determine appropriate actions

Scope & Responsibilities
  • The candidate will act as a coach and mentor for new knowledge creators and publishers across the GBU organization.
  • The candidate with provide authoring and publishing support to product subject matter experts as appropriate
  • The candidate will be required to ensure a streamlined quality system is in place and consistently adhered to
  • The candidate will seek to identify ways to improve quantity and quality of content by continuous development of their tooling expertise
  • The candidate will support the data analysis efforts of the team to ensure knowledge content is contributing to improvements in productivity both internally and for customers using any support channel
  • The candidate will contribute to the creation and maintenance of knowledge content to be delivered across emerging delivery vehicles such as Chatbots, Oracle Intelligent Advisor etc
  • The candidate will partner with peers across other lines of business to understand best practice in knowledge creation and maintenance and ensure best practices are shared and adhered to across the Oracle Tier 1 and extended GBU teams
  • The candidate will trend usage information for process/ performance improvement and share best practice quality and process related information with work groups based on analysis
  • The candidate will be expected to maintain professional and technical knowledge by attending educational workshops, global tools and knowledge training. The candidate will also be expected to stay familiar with corporate and external regulatory requirements and ensure the contents of the system stay current with regulatory requirements
  • As needed the candidate will perform special projects and other duties in support of the Hospitality and F&B Proactive organization and in conjunction with the global support automation teams.

Preferred Qualifications
  • University degree in relevant discipline
  • Experience working in a knowledge system as a knowledge author and/or publisher of technical content
  • Experience working in a knowledge system as an administrator is an advantage
  • Previous work experience in the healthcare or government industries and/or prior Support or Help Desk experience is an advantage but not required
  • Detail oriented with excellent follow up, creativity, organizational, written and verbal skills
  • Strong interpersonal skills including the ability to work as part of a distributed team
  • Strong listening skills with attention to detail and accuracy in work flow
  • Strong analytical skills, continuous improvement orientation and customer service focus
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Ability to build productive working relationships within core team and across wider organization is a requirement
  • Ability to manage time effectively, multi-task and meet deadlines and requirements accordingly; must be a self- starter
  • Demonstrated objectivity, professionalism, flexibility & maturity with ability to deal with multiple levels
  • Ability to perform in a fast pace self-directed environment
  • 2 or more years of relevant experience

Systematically collects information from Subject Matter Experts (SME) for the development of sector-specific keyword lists and databases that assist with understanding company technology, taxonomies, and methodologies.

Systematically collects information from Subject Matter Experts (SME) for the development of sector-specific keyword lists and databases that assist with understanding company technology, taxonomies, and methodologies. Identifies problems and solutions to be captured in the sector's knowledge base(s). Develops knowledge-based systems, algorithms, databases and expert systems that interact within the organization and to benefit customers including tools incorporated into end-user applications. May write software or scripts to extract data from various archives and live systems. May design procedures and processes where internal/external customers notify knowledge engineer of product issues/deficiencies so solutions may be included in knowledge-based articles, canned email responses, FAQs, online agent knowledge base, "tip-of-the-day" resources, build notices, etc. Develops, tests, and maintains expert systems for rule validity and usability. Continues to identify and capture new information on an ongoing basis. May develop or use measurement tools that monitor usage of database, compile and evaluate feedback and report results to management. Typical tools used by knowledge engineers are: XML, XSL, RDF/S, OWL and dynamic languages like Python, Perl, and Ruby.

2 -5 years relevant technical experience. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It's when everyone's voice is heard and valued, that we are inspired to go beyond what's been done before. That's why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Orlando, Florida

For over three decades, Oracle has been the center of innovation for business software—birthplace of the first commercially available relational database, the first suite of internet-based applications, and the next-generation enterprise-computing platform, Oracle Fusion. Today, Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers—including 100 of the Fortune 100—representing a variety of sizes and industries in more than 145 countries around the globe. And Oracle's 104,500 global employees—including 30,000 developers working full-time on Oracle products—are critical to that success.

Oracle recruiters are always searching for brilliant employees with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. Oracle employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire technology industry.

Similar jobs