Knowledge/Content Management Specialist

Knowledge Management:

Content Management

• Coordinate with global stakeholders on article creation & updates

• Ensure all contents undergo required Document Management Process before they go live in the system

• Responsible for the governance & maintenance of knowledge assets, ensuring clear, consistent, & unambiguous KM repository

• Index, revise, update a variety of comprehensive contents

• Responsible for the provision of expertise & guidance on knowledge creation, e.g. 'look & feel' / tone of voice, to content owners & review outputs to ensure quality (make grammatical & format corrections)

• Format HTML codes into knowledge articles

• Coordinate translation requests System Management

• Conduct Knowledge Base system maintenance checks

• Do testing before & after every system release

• Create & maintain records of system performance, system usage, & Articles inventory

• Prepare visual data analysis of reports

• Report issues/defects observed or raised by End Users for Development fixes

• Gather requirement for system enhancements

• Manage UAT with stakeholder users

• Create system know-how documentation

• Lead major project releases & rollout sessions

• Create Release Management End User Communications Client Management:

• Liaise with relevant Stakeholders, Content Owners, Leaders & SMEs to close gaps for article updates

• Participate in planning & managing KM projects in alignment with agreed scope & delivery time

• Train Knowledge Editors & Content Owners on creation & update of articles in ServiceNow Content Planning & Analysis:

• Impact assess "as is" & "to be" process for adherence & knowledge retention

• Perform analysis of content requirements

• Generate reports & interpret data from MS Excel

• Provide input & insight on employee feedback & data analysis to support identification & execution on content related project opportunities

• Take part in &/or lead projects related to research, creation, & maintenance of KM materials Information Management System – HR

• Work closely with HR Policy Leads in the preparation of their documentation for entry into IMS

• Identify gaps in the process, analyze, and apply solutions where collaboration between HR and other departments influencing the process has not occurred

• Perform editorial checks
• Administer document management and control of the content they are responsible for as per IMS Governance

• Promote the importance of IMS as a "single source of truth" with Ecosystem Content Managers

• Support the goal of reducing redundant and aged content across Ecosystem and Employee Center by working with the Document/Content owners

• Coordinate with KM Team to ensure the correct PPI and Forms are associated with the FAQs and Knowledge articles

• Escalate and analyze identified issues and concerns to the Team Lead for timely resolution

• Maintain current processes and incorporate documentation updates as required

• Perform simple but varied tasks in compliance with service level agreement, policies, and procedures

• Assess identified issues and collate documentation to assist in investigating and in resolving common and recurring issues

• Support selected simple process improvement initiatives to streamline processes

Qualifications & Requirements Minimum Requirements:

• Bachelor's degree and/or at least 4 years of relevant work experience

• Intermediate proficiency in MS Office tools (Word/PowerPoint/Outlook/Excel/Visio) and Adobe Acrobat Pro DC

• Excellent English communication skills, both oral and written

• Excellent research skills

• Experience using a Knowledge Management platform (Knowledge Base, ticketing, HTML, chatbot), preferably ServiceNow

• Experience in processes and procedures relevant in Knowledge Management, Technical writing or copyediting and Reporting and data analytics

• Experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.)

Preferred qualifications:

• Experience in web development and similar projects

• Experience in providing, writing, or developing web contents using an array of web development platforms, mapping tools (MS Visio, Lucid Chart, or an equivalent), and methodologies

• Knowledge of HR metrics and their applicability

• Experience in the use of other HR Systems e.g. Workday other KM platforms and tools - Understanding of Process Mapping Tools and Methodology

• Experience working in an outsourcing, shared services, or similar model within similar function

Attributes:

• Ability to be thorough and meticulous in completing assigned tasks and with the ability to propose ways to prevent or eliminate errors, discrepancies & issues. (Attention to Detail) - Ability to gather, integrate, validate, and analyze relevant data to develop resolutions, findings, and recommendations. (Analytical Thinking)

• Ability to effectively communicate within a varied audience and internal and external customers using different platforms. (Communication)

• Ability to actively identify new areas for learning and opportunities to improve processes, tools, and mindset (Continuous improvement)

• Ability to maintain good customer relationship and initiate ways to improve customer experience (Customer Service)

• Ability to identify and resolve moderate and complex issues by applying best practices and technical expertise and may recommend solutions for unique scenarios. (Problem Solving)

Working Environment and Physical Demands:

• Ability to work in Pacific Time schedule operating hours