HRBS Content Management Analyst HRBS Content Management Analyst

HR BS Content Management Analyst

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 Analyst supports the creation, localization, and improvement of knowledge base content for Nestlé's employee platforms, ensuring accuracy and accessibility. They collaborate with various teams to deliver high-quality content that meets market requirements and adheres to Nestlé's brand guidelines. The role focuses on enhancing employee experience and operational efficiency.

Key Responsibilities

You will act as a Content Analyst, supporting creative content adaptation and localization activities, with service orientation to the Market/Business. 

1. Content Development & Creation

• Assist in designing, developing, and maintaining knowledge base contents (Articles, FAQ, Procedures, Policies, L5s).
• Support the design and development of communication kits as requested by the market and disseminate these to end-users using available channels such as the Banner Content in , 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

• Work closely with the IBS HR BS Team for possible content improvements

4. Content Lifecycle & Publishing

• Support the management of 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.

4. Knowledge & Channel Optimization

• Assist in structuring content for digital channels (e.g., portal, NIVA chatbot, mobile apps).
• Support chatbot training by tagging and formatting content for conversational AI tools.

6. Capability Building

• Ensures that any changes to and/or NIVA content are cascaded to the AskHR Team.
• Create content-related training materials and/or enhance existing ones.
• Actively participate in training and other learning opportunities to expand knowledge of Content Management.

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 & Experience:

• Bachelor's degree in Communications, Information Design, or related field
• At least 1 year of experience in knowledge/content management
• Experience in a Shared Services or Global Business Services environment is an advantage

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

Soft Skills

• Strong attention to detail, with an ability to prioritize urgent tasks
• Ability to work cross-functionally in a matrixed environment
• Good 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.

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