Knowledge Content Management Specialist

About the role

We are seeking a detail-oriented and proactive Knowledge Content Management Specialist to manage and support customer requests within our e-learning and training management systems including SUMMIT, EMERGE, and EVAL. This role plays a crucial part in ensuring operational excellence, compliance, and continuous improvement within our training and quality management processes.

Key responsibilities

• Manage internal customer requests in SUMMIT (e-learning management system), EMERGE (Job Description, Standard Operating Environment, and Individual Training Plan Review Application), and EVAL (Overdue Training Impact Assessment Application)
• Execute in-scope transactions directly in these systems
• Close transactions and tickets within agreed Service Level Agreements (SLA)
• Analyze customer request trends to identify root causes and develop solutions to reduce high-volume requests
• Provide guidance to customers on the use of SUMMIT, EMERGE, and EVAL, and direct them to relevant groups when necessary
• Liaise with the Innovative Medicine Quality System team regarding audit or inspection requests raised by internal customers
• Support the management and prioritization of customer requests and internal business needs to improve processes and deliver customer value
• Ensure compliance with all processes, procedures, documentation, and validation activities, preparing for FDA inspections, audits, and adherence to local and international regulations and standards
• Assist in the deployment of LMS platforms, EMERGE, and EVAL to enhance training capabilities, methodologies, and technologies
• Apply core GMP principles including Data Integrity (DI), Good Manufacturing Practices (GMP), Good Documentation Practices (GDP), Train-the-Trainer (TTT), and Training Within Industries (TWI)

About you

• Fresh graduates are encouraged to apply
• Strong analytical skills and problem-solving ability
• Excellent communication and customer service skills
• Ability to manage multiple tasks and prioritize effectively
• Detail-oriented with strong organizational skills