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 & Duties
Content Development:
- 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.
System Management
- 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
- Prepare visual data analysis of reports
- 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.
Client Management:
- 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
Content Planning and Analysis:
- 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
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)