Specialist II, HR Services, Knowledge Management (Fixed-Term)

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This role is primarily responsible for the full knowledge management lifecycle and management of the internal 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.

Responsibilities

Coordinate with global stakeholders on article creation and updates; Ensure that all contents undergo required Document Management Process before it goes live in the system; Responsible for the governance and maintenance of knowledge assets ensuring clear, consistent, and unambiguous knowledge management repository. These will be done to minimize the need for the HR Operations/ employees / managers to escalate queries due to unclear knowledge management content.; Index, revise, update a variety of comprehensive contents.; Responsible for the provision of expertise and guidance on knowledge creation, e.g. ‘look and feel’ / tone of voice, to content owners and review outputs to ensure quality (make grammatical and format corrections).; Format HTML codes into knowledge articles; Coordinate translation requests following the standard process set.; Conduct Knowledge Base System Maintenance checks; Do testing before and after every system release; Create and maintain system performance records.; Create and maintain historical records and reports of system usage, and Knowledge Articles inventory; Report issues/defects/bugs observed or raised by End Users for Development fixes.; Gather requirement for system enhancements; Manage UAT with stakeholder users.; Create system know-how documentation and facilitate roll out.; Track system upgrades and improvements.; Lead major project releases and rollout sessions.; Create Release Management End User Communications.; Liaise with relevant Stakeholders, Content Owners, Leaders and SMEs to close gaps for document updates.; Participate in planning and managing the delivery of KM projects in alignment to agreed scope and delivery time.; Train Knowledge Editors and Content Owners on how to create and update articles in ServiceNow; Impact assess “as is” and “to be” process for adherence and knowledge retention.; Perform analysis of content requirements.; Generate reports and interpret data from MS Excel; Provide input and insight on employee feedback and data analysis to support identification and execution on content related project opportunities; Take part in and/or lead projects related to research, creation, and maintenance of Knowledge Management resource materials

Requirements

Bachelor’s degree and/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 Knowledge Management (Knowledge Base, ticketing, HTML, chatbot); Experience on processes and procedures relevant in Knowledge Management, Technical writing or copy-editing and Reporting and data analytics; Experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.); Must be willing to work midshift schedule and hybrid set-up (3 days onsite per week)

Nice to have

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; Experience in using Workday and other KM platforms and tools is preferred; Understanding of Process Mapping Tools and Methodology; Experience working in an outsourcing, shared services, or similar model within similar function is preferred