Knowledge Base Analyst II

Grupo Boticário

Analyst managing knowledge, AI, and governance for continuous improvement team at Grupo Boticário. Leading AI initiatives and optimizing knowledge management.

Posted 7/23/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading AI initiatives and optimizing Knowledge Base content, with a strong focus on project management and collaboration with technology teams. Proficient in analyzing data to drive content improvements and ensure AI readiness.

Highest-signal resume keywords

AI Initiative LeadershipKnowledge Base OptimizationProject ManagementData AnalysisGenerative AI Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Content CreationArticle ReviewKnowledge ModelingData AnalysisAI Integration

Soft Skills

Critical ThinkingAnalytical AbilityProactive MindsetCommunicationCollaboration

Tools & Technologies

Google DriveGoogle DocsGoogle SheetsGoogle SlidesSalesforce Knowledge

Industry Keywords

Autonomous AgentCopilotCustomer ExperienceSelf-Service AgentsContent Curation

About the role

Key responsibilities & impact

Lead AI initiatives applied to the Knowledge Base;
Drive the evolution of the Autonomous Agent and the Copilot, ensuring the quality of the content used;
Directly create, review, and optimize articles;
Work on unifying knowledge bases to avoid fragmented/separate repositories;
Collaborate with Technology to advance AI solutions for the internal team (e.g., using generative AI to create articles, automating manual processes, etc.);
Establish criteria to ensure new Knowledge Base content is AI-ready;
Manage projects, overseeing the delivery roadmap and hypercare;
Operate in the technical domain, monitoring and reporting the impact of business areas on articles (identifying process deviations, breaches of business rules, and validation/update bottlenecks).

Requirements

What you’ll need

Bachelor's degree (completed);
Proficiency with Google tools (Drive, Docs, Sheets, Slides);
Ability to create clear, concise materials and presentations;
Excellent writing skills;
Analytical ability: capacity to read self-service data (e.g., retention rate, transfer/escalation rate, search efficiency) to apply content improvements focused on resolution;
Critical thinking and innovation: a proactive mindset to continually propose new ways to automate the team’s manual work;
Systemic thinking: ability to see and demonstrate how incorrect information in an article impacts the entire customer chain/journey;
Ease in maintaining ongoing dialogue with business areas/stakeholders;
Experience leading multidisciplinary projects;
Preferred: knowledge of Salesforce Knowledge and its integrations with AI engines;
Preferred: experience managing roadmaps, prioritizing demands, and managing stakeholders;
Preferred: experience with AI applied to Customer Experience — experience in generative AI projects, chatbots, or self-service agents;
Preferred: knowledge of knowledge modeling for AI — practical understanding of how to structure texts, taxonomies, and categorization trees so AI systems can consume information in an optimized way (content curation concepts for AI).

Benefits

Comp & perks

Here, your Health is a priority
. Medical and dental plans
. Medication assistance
. Health allowance for family members
. Free psychotherapy sessions
. Telemedicine and second medical opinion
. Free flu vaccine
. Health care programs
For your Meals
. Meal voucher or local restaurant card (depending on work model)
. Food allowance
. Christmas food voucher
Ensuring well-being and quality of life in every aspect
. Gym and fitness studio memberships
. Home office allowance (hybrid and remote work models)
. Pet health plan
. Birthday day off
. Up to 40% discount on our products
. Employee association (partnerships and discounts, multi-brand store, TotalPass gym memberships, courses, and more!)
. Travel and accommodation program
For your Family, our most precious asset
. Childcare assistance
. Child nutrition credit
. Nanny allowance
. School supplies assistance
. Legal, psychological, and social counseling
. Support for parents in atypical situations
. Extended parental leave (180 days for mothers and 120 days for fathers)
Mobility for your on-site work
. Transportation voucher and parking (hybrid and on-site models)
Financial security for protection and peace of mind
. Life insurance
. Bereavement support for the loss of parents
. Private pension plan
. Payroll-deductible loans