Information Analyst (Alation Help Center)
London, UK
Customer Solutions – Customer Solutions - UK /
Full Time /
Remote
Due to its remote and hybrid culture, Alation conducts all of its interviewing and onboarding virtually.
Big Data isn’t a problem. It’s an opportunity.
At Alation, we help people find, understand, and trust data. So they not only excel in their work — they drive value for their enterprise, team, and role. In the words of one customer, “Alation makes me look like a rockstar.”
We help companies you know and trust empower their people with the best data every day. Alation helps Discover Financial Services quickly generate value from their data to create the product and customer service innovations that help the iconic credit card company remain number one in customer satisfaction. And real estate giant Keller Williams uses Alation to govern the more than 70 TB of data that empowers their global team of over 190,000 agents.
With $340M in funding – valued at over $1.7 billion and 550+ customers, including 40% of Fortune 100 companies- Alation is poised to capitalize on data as an opportunity. Headquartered in Silicon Valley, Alation was named to Inc. Magazine’s Best Workplaces list for the fourth time. Do you want to join a team that welcomes new ideas, supports your growth, and recognizes your unique value?
Join us!
Alation is looking for a highly organized and detail-oriented Help Center Operations Analyst. This position will join Alation’s Help Center team which operates Alation’s self-service portal dedicated to improving the knowledge, skills, and effectiveness of Alation users, partners, and employees.
As a Help Center Operations Specialist, you will be responsible for overseeing the day-to-day operations of our help center, managing information resources effectively, and leading projects aimed at enhancing customer self-service experiences. This role requires a strong focus on information management, operations, and project management skills. Experience with MadCap, Salesforce Experience Cloud, and Coveo is preferred. If you thrive in a dynamic environment and are passionate about enhancing customer experiences, we want to hear from you.
Responsibilities:
- Oversee the operational aspects of the help center, user access issue resolution, escalation procedures, and resource allocation.
- Develop and implement efficient workflows and processes to streamline self-service operations and improve user access issue response times.
- Monitor help center performance metrics and operational key performance indicators, identifying areas for improvement and implementing strategies to enhance efficiency.
- Collaborate with cross-functional teams to address operational challenges and optimize the help center's performance and ability to deliver services for cross-functional teams.
- Manage access to information resources within the help center, including knowledge base articles, product documentation, learning management systems, communities, etc.
- Ensure the accuracy, relevance, and consistency of metadata used in help center content through regular audits and updates.
- Implement and maintain information architecture and taxonomy best practices to facilitate easy navigation and retrieval of information in help center content.
- Work with cross-functional teams to identify to implement metadata standards and tagging systems to enhance content discoverability and searchability.
- Ensure compliance with data privacy regulations and information security policies in managing customer information.
- Lead projects aimed at improving the functionality and usability of the help center, from planning and execution to evaluation.
- Define project scope, objectives, and deliverables, and develop comprehensive project plans and timelines.
- Coordinate project cross-functional resources, tasks, and stakeholders, ensuring alignment with project goals and deadlines.
- Monitor project progress, identify risks and issues, and implement corrective actions to ensure successful project outcomes.
- Communicate project status updates and milestones to stakeholders, ensuring transparency and alignment with business objectives.
Operations Management (25%)
Information Management (50%):
Project Management (25%):
Requirements:
- Experience in Business Administration, Information Management, Information Science, Communications, Knowledge Management, or a related field.
- Proven experience in operations management, information management, and project management.
- Strong organizational and multitasking abilities, with a keen attention to detail.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and provide exemplary customer service.
- Proficiency in project management tools and methodologies.
- Experience with customer relationship management systems, preferably Salesforce.
- Familiarity with content management systems (CMS) such as MadCap Flare and search platforms like Coveo is a plus.
- Experience with Salesforce Experience Cloud or other customer portal applications.
- Ability to thrive in a fast-paced environment and adapt to changing priorities.
Preferred:
- Certification in project management or agile methodologies.
- Experience with JIRA and Confluence.
- Experience in knowledge management and content governance.
- Knowledge of data analysis tools and techniques.
- Familiarity with agile project management methodologies.
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More About Alation
Our founders have come together from different backgrounds: business, engineering, and design. This unique mix from our founding team is important to the Alation culture story. Today, our team consists of creators and communicators with varied backgrounds - from Stanford, to the Indian Institute of Technology, big companies and one-person startups, the United States, and abroad. We continue to seek ever more diverse perspectives as we grow.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on
the basis of race, name, religion, color, national origin, gender identity and expression, sexual orientation, age, marital status, veteran status, or disability status.
Why Alation?
- Market-Leading Data Catalog Provider
- High-growth, collaborative environment with diverse and inclusive teams
- Continuous learning, enrichment and development opportunities
- Competitive pay and health offerings
- Flexible time off to relax and recharge
and much, much more!
By submitting your application, you agree to Alation’s Global Privacy Notice for Candidates. If you are submitting this application on behalf of another individual, you represent that you are authorized to submit this application on their behalf and accept the Notice.
