Human Resources Service Excellence, Knowledge Management Analyst

Responsible for overseeing the creation, distribution, utilization and management of Avantors business processes and information. The Service Excellence Analyst in Knowledge Management is responsible for ensuring the effective management and utilization of knowledge resources to enhance service delivery and operational efficiency. This role involves analyzing service processes, identifying areas for improvement, and implementing knowledge management strategies to support organizational goals.

WHAT WE'RE LOOKING FOR:

• Support the Service Excellence team in HR Knowledge Management initiatives
• Support knowledge management strategy that aligns with the HR Shared Service Center goals and ServiceNow capabilities
• Provide ongoing support and guidance to content contributors across the HR SSC
• Oversee the creation, curation, and maintenance of HR knowledge content, including procedures, FAQs, and training materials
• Ensure content is accurate, up-to-date, and easily accessible to HR staff and employees.
• Establish standards and guidelines for knowledge content quality.
• Enforce governance policies for knowledge content creation, approval, and archiving.
• Ensure compliance with legal, regulatory, and organizational standards.
• Work to enhance the user experience of the knowledge management system.
• Regularly audit content to maintain high standards of accuracy and relevance.
• Develop and maintain a comprehensive knowledge base, including documentation, best practices, and standard operating procedures.
• Ensure the accessibility and usability of knowledge resources for all relevant stakeholders.
• Conduct regular audits of knowledge assets to ensure accuracy and relevance.
• Responsible for maintenance of knowledge management systems
• Collect, analyze and manage information from various sources within the organization
• Identify gaps in the existing knowledge content and recommend improvements
• Work closely with different teams to ensure the accuracy and usefulness of the data contained in the knowledge base
• Maintain an organized and accessible system for employees to find and use information
• Ensures all knowledge management efforts are in compliance with company policies and industry standards
• Stay abreast of the latest industry trends and technologies related to knowledge management
• High proficiency in English language both written and spoken
• Proficiency in other regional language desirable

EXPERIENCE:

• 2+ years of relevant experience in HR Knowledge Management, Information Management, or a similar role
• Bachelors Degree preferred
• Proficiency in using Knowledge Management systems and data analysis tools
• Proven experience in analyzing, structuring, and transferring organization's knowledge effectively
• Hands-on experience in creating, updating, and maintaining knowledge bases and conducting relevant quality checks
• Experience in Knowledge Management role within HR or HR shared service environment
• Familiarity with knowledge management principles, best practices, and industry trends
• Workday, Service Now proficiency
• Flexible to work from office and work in shifts that suit business requirements

SKILLS AND COMPETENCIES:

• Customer focus- internal and external
• Courageous Leadership
• Cultivating innovation
• Drive for results
• Accountability
• Collaborative Effort
• Bias for action
• Knowledge Management Expertise
• Analytical Skills
• Technical Skills
• Excellent Communication Skills
• Organizational Skills
• Training/Facilitation Skills
• Interpersonal Skills
• Information Literacy
• Change Management Skills
• Content Management