Operations Senior Specialist - Assistance for Knowledge Management - ナレッジ管理支援【障害者採用】

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

*This position is for individuals with a disability certificate.

Organization Overview

Salesforce's Professional Services Division (PS) belongs to the Customer Success Group (CSG). The primary role of this division is to consistently provide a wide range of support to help customers maximize their use of the Salesforce platform and achieve their business goals. Specifically, we are deeply involved in customers' business processes, from concept formulation to solution building and final adoption, supporting optimal Salesforce utilization.

The Functional Architect Division (FA) is part of PS, and FA has many Architects with specialized knowledge and experience in various fields who are responsible for providing solutions using Salesforce functions for customers' complex business challenges. Architects combine a deep understanding of the Salesforce platform with knowledge of industry-specific business processes, strongly supporting customer success from both technical and consulting perspectives.

Job Summary

This position belongs to the FA Division (Functional Architect Division) and is responsible for managing and sharing knowledge and know-how within the department. To provide high-quality services to customers, it is essential to efficiently share and utilize the valuable knowledge and know-how held by employees within the FA Division. In this position, you will organize project success stories, product information, various templates, etc., contributing to improving the overall productivity and service quality of the department. In particular, building a system that uses AI to easily search and analyze knowledge is also one of the important tasks.

Main Roles and Responsibilities

1. Collection and Organization of Project Cases, AI Utilization Support

Architects are primarily responsible for registering the final deliverables of completed projects. You will review the registered knowledge and organize it based on systematic classification criteria and tagging rules. Additionally, deliverables judged to be suitable for AI-based search and analysis will be stored in an easily accessible location.

2. Collection and Organization of General Knowledge

There is a large amount of global knowledge within the company. You will classify this knowledge to be easily usable for individual projects in Japan, continuously collect it, and organize and update it in an easily accessible format. (Examples of knowledge: latest product information, internal and external methodologies, and standardized deliverable templates)

3. Development of Knowledge Management Processes

You will develop a management process to ensure that knowledge is always up-to-date and accurate, and support its operation.

4. (Nice to have) Creation and Improvement of General Templates and Playbooks

From the deliverables created in individual projects, you will generalize particularly valuable ones and create them as reusable deliverable templates. Additionally, you will systematize highly demanded methodologies within the company into more practical playbooks, and create/improve them, thereby enhancing members' learning efficiency and delivery quality.

AI will be utilized to consider efficient ways of creation.

Basic Requirements

• Ability to understand instructions and perform tasks: Ability to accurately understand given instructions and perform tasks autonomously.
• IT tool utilization skills: Ability to understand and utilize IT tools necessary for document creation and task execution (e.g., Microsoft Office Suite, Google Workspace, Salesforce, AI tools).
• Basic knowledge of system construction projects: Basic knowledge and experience in understanding system construction project methodologies and related terminology.
• Eagerness for new technologies/knowledge: Eagerness to actively understand and utilize new technologies and knowledge, such as AI tools, in your work.
• Communication skills: Ability to communicate smoothly with stakeholders.
• Japanese language skills: Fluent.

Desirable Conditions

• System construction experience: Experience in system construction projects, having personally created some deliverables.
• Project management experience: Experience learning or utilizing project management methodologies such as PMBOK.
• Consulting experience: Experience learning or utilizing consulting methodologies.
• (Note) There are no plans to perform direct support operations for customers.

Growth Opportunities

Through this position, you can acquire and improve the following skills and experiences:

• Advanced specialized skills in information organization, document management, and knowledge creation.
• Mindset for organizational operation and document creation ability.
• Practical experience in project management, task management, and meeting operation.
• Practical experience in improving operational efficiency using AI tools.
• Deep understanding of methodologies used in Architect roles.

*If you require reasonable accommodation for the selection process, please notify us at this email address: pwd@salesforce.com