This role is primarily responsible for the full knowledge management lifecycle and management of the internal HR Knowledge Base
and its contents including content development, system management, and management of all internal processes and procedures.
This role will also contribute specialized expertise to different assigned projects and contribute in process improvement initiatives.
This role is also responsible in providing day-to-day administrative, coordination, and document management and control support
related to the Integrated Management System (IMS) – policies, procedures and forms applicable to Human Resources at a Global,
Americas, DCSA and Construction Management business group level
Responsibilities & Duties
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
