Knowledge Management Specialist (Fixed-Term)

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.

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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