Responsibilities & Duties
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
Qualifications & Requirements
Minimum Requirements:
- Bachelor’s degree &/or at least 4 years of relevant work experience
- Intermediate proficiency in MS Office tools (Word/PowerPoint/Outlook)
- Advanced proficiency in MS Excel
- Excellent research skills
- Experience using ServiceNow for KM (Knowledge Base, ticketing, HTML, chatbot)
- Experience on processes & procedures relevant in KM, Technical writing or copy-editing, Reporting & data analytics
Preferred qualifications:
- Experience in web development & 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), & methodologies
- Knowledge of HR metrics & their applicability
- Experience in the use of other HR Systems e.g. Workday & other KM platforms
- Understanding of Process Mapping Tools & Methodology
- Experience working in outsourcing, shared services, or similar model within similar function
Attributes:
- Ability to be thorough & meticulous in completing assigned tasks & with the ability to propose ways to prevent or eliminate errors, discrepancies & issues. (Attention to Detail)
- Ability to gather, integrate, validate, & analyze relevant data to develop resolutions, findings, & recommendations. (Analytical Thinking)
- Ability to effectively communicate within a varied audience & internal & external customer using different platforms. (Communication)
- Ability to actively identify new areas for learning & opportunities to improve processes, tools, & mindset (Continuous improvement)
- Ability to maintain good customer relationship & initiate ways to improve customer experience (Customer Service)
- Ability to identify & resolve moderate & complex issues by applying best practices & technical expertise & may recommend solutions for unique scenarios. (Problem Solving)
Working Environment & Physical Demands:
- Ability to work in Pacific Time schedule/Mid shift operating hours
