Digital Content Manager

2 weeks ago

Cebu City, Central Visayas, Philippines NCR Corporation Full time

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers' technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals - from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small - from the best-known brands around the world to your local favorite around the corner.

Title: Digital Content Manager

Location: Philippines

Grade: 10

As part of the Global HR Shared Services team, our diverse global team spans three continents and is responsible for providing HR support to over 12000 employees across over thirty countries.

Reporting to the Executive Director Global HR Shared Services, the Digital Content Manager is a highly visible role with tremendous potential to shine and grow within a dynamic, fast-paced company. Working as part of the ServiceNow team you will lead on delivering an excellent employee user experience, collaborating with subject matter experts across HR to develop digital content using our Shared Services portal utilizing Employee Center Pro as the content management system (CMS). In addition, you will develop a comprehensive Knowledge Governance strategy and enhance the way knowledge is created, procured, catalogued, and accessed.

Position Summary & Key Areas of Responsibility

  • Using a design thinking/ customer centered approach, develop and enhance HR content to suit the target personas of the portal across the company (this will include but not be limited to written documents, video creation, online help, and chatbot content).
  • Create standards guidelines, and frameworks for managing knowledge in ServiceNow through governance.
  • Collaborate with subject matter experts and stakeholders to gather and transform information into knowledge artefacts. Drive stakeholders to consider frequently asked questions that are not addressed within the existing knowledge, and to optimise the self-service knowledge experience.
  • Produce accurate reporting and analytics that identifies how knowledge is being used and how it can be improved both within HR and the business.
  • Champion and lead in the enhancement of a Knowledge Centred Support model, using ServiceNow as the backbone for managing the estate.
  • Ensure content meets the company style guideline and WCAG 2 web accessibility standards.
  • Train others on how to produce content, including the testing and release of content, and educate end users on how to effectively search for and utilize the knowledge.
  • Develop writing regulations and document templates based on knowledge base best practices and a focus on delivering the best user experience.
  • Audit knowledge process adherence and content, to ensure it is fit for purpose and follows the agreed standards and guidelines.
  • Monitor and evaluate knowledge-sharing initiatives and manage reviews of the benefits and value of knowledge management. Identify and recommend improvements.
  • Supports all knowledge-related queries, issues, and enhancements.
Basic Qualifications

This role is suitable for someone who has at least 2+ years' experience in knowledge management, including creating a knowledge management framework and defining processes, strategies, and goals.
  • At least 2+ years' previous experience in Knowledge Management.
  • Fluent English verbal and written communication skills.
  • Experience producing knowledge content in a variety of mediums written/video/audio.
  • Implementing, managing, and continually improving Knowledge Management.
  • Ability to define and implement clear, user-friendly data taxonomies across diverse data sets.
  • Proven ability to perform research, structure documentation and concisely summarize results.
  • Be a collaborator capable of building and maintaining strong working relationships and interacting professionally with colleagues from around the world at all levels and across diverse cultures.
  • Flexible and adaptable, with exceptional time management, project management, and organizational skills.
  • Ensuring the company tone of voice is maintained across all content.
  • Proficiency in problem-solving and time management with multiple concurrent deadlines.
  • Experience in defining processes and driving their maturity.
  • Highly Proficient in Office 365 with previous firsthand experience in a Knowledge Management or CMS platform.
Preferred Qualifications
  • Understanding of Knowledge-Centered Service, ideally with KCS Foundation Certification.
  • Firsthand experience configuring and implementing some of the following in-tool capabilities within ServiceNow: Guided Tours, Play Books, Coaching, KCS.
  • SEO skills
  • Experience in creating content to WCAG2 standards.
  • Technical Authoring experience and Proofreading skills.
  • Experienced in HTML coding.
  • Project Management or Process mapping skills.
Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

"When applying for a job, please make sure to only open emails that you will receive during your application process that come from a email domain." Boost your career Find thousands of job opportunities by signing up to eFinancialCareers today. #J-18808-Ljbffr

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