Content Management Specialist

HRBS Content Management Specialist HRBS Content Management Specialist Function: HR Business Services Organization Type: Shared Services / Integrated Business Services (IBS) Job Location: Meycauayan, Bulacan PH Company: Nestlé Business Services AOA, Inc. Employment Type: Full-Time Employment Reports to: HR BS Operations Lead Job Purpose The Content Management Specialist ensures HR content is accurate, clear, and accessible across Nestlé’s digital employee platforms. This role adapts and localizes materials for diverse markets, making complex information easy to understand and supporting positive employee experience. Additionally, the specialist manages stakeholder relationships and oversees project management to ensure timely and effective delivery of content initiatives. Key Responsibilities You will act as a Content Specialist, performing creative content adaptation and localization activities, with service orientation to the Market/Business. 1. Content Development & Creation Design, develop, and maintain knowledge base contents (Articles, FAQ, Procedures, Policies, L5s). Test the employee centricity of the articles by going through “employee journeys” - trying to execute tasks that employees are supposed to do based on the content (e.g. raising a request, updating data etc) to learn how easy the content makes these tasks for employees. Design and develop communication kits as requested by the market and disseminate these to end-users using available channels such as the Banner Content in é, email blast, or other identified channels used by the Markets. Ensure consistency in tone, structure, and branding across all content assets. Convert complex HR processes and policies into simple, employee-friendly formats. Translate Knowledge base contents into their relevant local language, as needed. 2. Content Adaptation & Localization Adapt existing global HR content (e.g., policies, training materials, QRGs, etc.) to meet the specific cultural, linguistic, and regulatory requirements of the markets. 3. Stakeholder Collaboration & Project Management Work closely with the IBS HR BS Team for possible content improvements Drive the regular Feedback Loops with the Market partners to discuss content management-related topics/agenda. Adjust content as per employees' feedback, closing feedback loops, and improving employee experience. Collaborate with Employee Digital Service Experience (ESDE) or Global IT HR teams for platform improvements and integration. 4. Content Lifecycle & Publishing Manage the full lifecycle of content: creation, review, approval, publication, and retirement, while ensuring that content is NIVA-ready. Coordinate multilingual translations and localization based on geography. 5. Knowledge & Channel Optimization Structure content for digital channels (e.g., é portal, NIVA chatbot, mobile apps). Support chatbot training by tagging and formatting content for conversational AI tools. 6. Continuous Improvement & Innovation Proactively identify opportunities to improve content creation & localization. This includes leveraging new technologies or methodologies to enhance efficiency and employee experience. Identify knowledge gaps based on reporting, dashboard results, AskHR cases, and propose new content to reduce AskHR case volumes. 7. Capability Building Facilitate capability building on Content Management to the market and/or the Contact Center team, as needed. Ensures that any changes to é and/or NIVA content are cascaded to the AskHR Team. Create content-related training materials and/or enhance existing ones. Conducts process-related coaching with the Content Management Analyst, as needed. Actively participate in training and other learning opportunities to expand knowledge of Content Management. 8. Reporting & Governance Monitor content performance using analytics (search logs, click rates, feedback scores). Ensures that content management-related reports are shared with stakeholders in a timely and accurate manner Participate in the regular Monthly Operations (MOR) reviews to present the é and AskHR Footprints. Tools & Technologies ServiceNow as the main Content Management Systems (CMS) portal MS Outlook to send & receive emails, as well as schedule meetings using the Content Management GMB SharePoint for the management of documents and the sharing of information Adobe Pro to manage and create PDFs, including editing text and images within PDFs NesGPT and CoPilot for writing and refining content, as well as summarizing complex documents NesLingo , NesGPT or CoPilot for translations of KB articles to related languages. Canva as a design and collaboration tool. Snagit to capture images and videos from the screen, add annotations, and share them across various platforms. Key Success Measures (KPIs) Increase in self-service portal usage/adoption % Reduction in AskHR inquiries (case deflection rate) SLA compliance for content creation and updates Content engagement score (clicks, time on page, satisfaction ratings) User feedback results Required Skills & Qualifications Education & Key Experiences: Bachelor’s degree in Communications ,Information Design , or related field At least 2 years of experience in knowledge/content management, or employee communications Experience in managing multiple content projects simultaneously, coordinating with various stakeholders, and meeting deadlines. A foundational understanding of the employee lifecycle and hire-to-retire processes Experience in a Shared Services or Global Business Services environment is an advantage Proven ability to work and multitask under pressure and respond quickly to changing situations in complex environments Skills Technical Skills Excellent creativity, writing, editing, and communication skills Understanding of HR processes (e.g., payroll, benefits, leave, timekeeping) is an advantage Knowledge of UX principles and content accessibility standards Ability to organize, oversee, and deliver projects Ability to identify and engage with stakeholders, understanding their needs and expectations, and ensuring effective communication and collaboration Ability to examine data, identify patterns, and draw insights Soft Skills Strong attention to detail, with an ability to prioritize urgent tasks Ability to work cross-functionally in a matrixed environment Excellent comprehension and interpersonal communication skills Strong time management and multi-tasking skills High degree of accuracy in executing work Illustrate strong service orientation and exceptional commitment to deliver quality service Capable of working well independently and in a team environment Illustrate critical decision-making skills Creative problem-solving skills Other Personal Qualities: Ability to illustrate teamwork and work in harmony with others. Has initiative, analytical thinking, and problem-solving capacity. Maintains professionalism, patience, and efficiency in handling end-user issues and complaints. Has a strong emotional quotient and social intelligence. Displays commitment, adaptability, and accountability. Aptitude for learning and understanding even under pressure. Meycauayan, PH, 3020 #J-18808-Ljbffr