Knowledge Base Analyst II

Description

*One of the world's largest beauty groups, Grupo Boticário is a Brazilian company present in over 40 countries. It owns the brands O Boticário, Eudora, Quem Disse, Berenice?, Vult, O.U.i, Dr. JONES, *Tô.que.tô**, TRUSS, and the marketplace Beleza na Web, in addition to distributing licensed products such as Australian Gold, Bio Oil, Nuxe, and Pampers, as well as operating a B2B division. This interaction among diverse brands, assets, platforms, franchise networks, representatives, distributors, retailers, sellers, and suppliers forms Grupo Boticário’s beauty ecosystem, which also delivers digital business management solutions for the Brazilian retail sector through its brands Mooz, Casa Magalhães, and GAVB. The Group employs over 19,000 direct collaborators across more than 4,000 stores in 1\.780 Brazilian cities.* Join us in creating beauty! ***Candidate: All our communication with you will occur via e\-mail or phone. Please ensure your contact details are up to date and monitor your inbox regularly—including your spam folder.*** ***Also, keep an eye out for incoming calls, as our corporate phone numbers vary by area code (DDD).*** ***Good luck with your application!*** **Responsibilities and Duties** We are seeking a Knowledge Base Analyst to bridge knowledge, AI, and governance within the Knowledge Base team, under the Continuous Improvement Management of CEx. Your mission will be to lead the evolution of the Knowledge Base, ensuring that our Autonomous Agents, Copilots, and Operations are powered by a clear, optimized, and AI-ready knowledge foundation. * Lead AI initiatives applied to the Knowledge Base; * Drive the evolution of the Autonomous Agent and Copilot, ensuring content quality; * Directly create, review, and optimize articles; * Unify disparate knowledge bases to avoid silos; * Collaborate closely with Technology to advance internal AI solutions (e.g., generative AI for article creation, automation of manual processes, etc.); * Establish criteria ensuring newly created Knowledge Base content is AI-ready; * Manage projects, including roadmap delivery planning and hypercare support; * Provide technical domain oversight—monitoring and reporting business-area impacts on articles (identifying process deviations, business rule violations, and bottlenecks in validation/updates). **Requirements and Qualifications** * Completed undergraduate degree; * Proficiency with Google tools (Drive, Docs, Sheets, Slides); * Ability to develop clear and concise materials and presentations; * Excellent writing skills; * Analytical ability: capacity to interpret self-service metrics (e.g., retention rate, overflow rate, search efficiency) to implement content improvements focused on resolution; * Critical thinking and innovation: constructive nonconformity to consistently propose new ways to automate manual tasks; * Systems thinking: ability to recognize and articulate how an error in an article affects the entire customer journey; * Strong interpersonal and cross-functional communication skills; * Experience leading multidisciplinary projects; * Familiarity with Salesforce Knowledge and its integrations with AI engines (desirable); * Experience managing roadmaps, prioritizing requests, and engaging stakeholders (desirable); * Experience applying AI to Customer Experience—e.g., generative AI projects, chatbots, or agents for self-service (desirable); * Knowledge of AI-oriented knowledge modeling—practical understanding of structuring texts, taxonomies, and categorization trees so AI systems can consume information optimally (e.g., AI content curation concepts); **Additional Information** **OUR BENEFITS** We’ve already mentioned that Grupo Boticário is the **best** and **largest** beauty ecosystem, right? And when it comes to Benefits, we care deeply about our people—so we offer a benefits package**\*** designed to support a more balanced and fulfilling life: * Here, your **Health** is a priority . Medical and dental plans . Medication allowance . Health allowance for family members . Free psychotherapy sessions . Telemedicine and second medical opinions . Free flu vaccination . Health care programs * To support your **Nutrition** . Meal voucher or local restaurant allowance (based on work model) . Food allowance . Year-end food allowance * **Ensuring Well\-Being and Quality of Life in all life aspects** . Gym and fitness studio membership plan . Home office allowance (for hybrid and remote work models) . Pet health insurance . Birthday day off . Up to 40% discount on our products . Employee association (with partnerships, multi-brand store access, Total Pass gyms, courses, and much more!) . Travel and accommodation program * For your **Family**, our most precious asset . Childcare allowance . Infant nutrition credit . Babysitter allowance . School supplies allowance . Legal, psychological, and social counseling . Support for atypical parents . Extended parental leave (180 days for mothers and 120 days for fathers) * **Mobility** for your in\-person commute . Transportation allowance and parking (for hybrid and in\-person work models) * **Financial Security** for protection and peace of mind . Life insurance . Bereavement support for parents . Private pension plan . Payroll-deducted loans * *Benefits packages are configured according to eligibility rules.* From a small compounding pharmacy to the planet’s largest cosmetics franchise. We are a Group comprising 15 brands, operating in over 40 countries, with more than 4,000 physical stores, Brazil’s leading beauty e\-commerce platform, and over 19,000 direct employees. Our proprietary beauty ecosystem spans from manufacturing to point-of-sale, logistics to retail, laboratories to consumers’ hearts—and our innovations fit right in the palm of your hand. We believe the most beautiful future is the one we build together; thus, by 2030, we have ambitious commitments targeting positive impact across human, environmental, and production-process dimensions. We were named the best retail employer in Brazil in the Glassdoor **"Employer Branding Awards 2025"**, based on voluntary and anonymous reviews from current and former employees about what it’s like to work here. We reinvent beauty through technology, innovation, diversity, and sustainability—with O Boticário, Eudora, Quem Disse, Berenice?, Vult, O.U.i, Dr. JONES, TRUSS, and the marketplace Beleza na Web, plus licensed products such as Australian Gold, Bio Oil, and the Pampers Care line. Join us in creating beauty!