Product Notification

Responsibilities:

Customer-service attitude

• Engage in Incident Management bridges until resolution, getting critical outage information to create communications and deliver them to affected customers according to the distribution frequency schedule
• Provide the Leadership Board and internal account owners with updates during cloud service disruptions.
• Build and maintain strong relationships with internal stakeholders to advance organizational goals.
• Identify target audiences and design strategies for effective engagement.
• Participate in SWAT decision calls when an incident lasts longer
• Track and review TRCA /CFRCA through peer review, final approval, providing metric reports displaying SLO target results.
• Ensure digital content aligns with brand identity and messaging; support targeted campaigns as required.
• Monitor information and trends to confirm that processes deliver expected outcomes and meet service-level agreements.
• Proactively identify and escalate issues, inconsistencies, and risks to management.
• Extract and analyse reports, providing high-level data insights for management review.
• Maintain full compliance with established policies, procedures, and governance frameworks.
• Conduct analyses to develop business cases for new projects.
• Lead preliminary investigations for project requests, reviewing requirements, specifications, test plans, support models, and training plans to ensure alignment with business objectives.
• Contribute to business process management initiatives by collecting and analysing performance metrics to drive continuous improvement.
• Serve as project manager for selected initiatives as needed.

WORK EXPERIENCE:

• 5+ years of relevant experience, such as technical writing, product documentation, or online publishing including experience with writing technical customer-facing materials.
• Experience working with support Engineers and Customer Success Managers to help drive customer engagement and adoption, including contributing to knowledge base articles, developing migration guides and FAQs
• Experience with communication content definition preferred
• Excellent critical thinking skills and the ability to exercise good judgment and solve problems quickly and effectively
• Experience working in customer relations preferred
• Experience with end user process documentation

SKILLS AND COMPETENCIES:

Analytical skills

• Excellent multitasking and prioritization skills
• Strong attention to observation and documentation detail
• Good communication: written and verbal communication skills
• Familiarity with tools like ServiceNow, Jira, or SPC handling is a plus.
• Experience with Microsoft Office (Excel in specific), SharePoint, Outlook.
• Ability to work with a sense of urgency in a fast-paced and dynamic environment.
• Attention to Detail - Accurate use of tenant IDs, timelines, impacted regions, and customer-specific nuances.
• End-to-end ownership of assigned communications.
• Deliver time-sensitive communications that support Incident Management, Problem Management, Change Management, and Major Release Deployment, pre-release changes, major functional incidents, and product transition initiatives that require customer awareness and preparations.
• Able to convert complex, technical information and translate it to business language for consumers and stakeholders
• Problem solving/analysis and negotiation Skills.
• Technical capacity.
• Project management and collaboration skills.