HR Shared Services Knowledge & Change Management Analyst

Roles & Responsibilities:

Knowledge Management:

• Maintain KM repositories and knowledge artefacts (process maps, SOPs, quick reference guides, policies and practice guides, FAQs etc.) with established document management processes and governance.
• Work with HR and HRSS partners to develop knowledge artifacts (SOPs, quick reference guides, FAQs, Process Infographics etc.) and manage content including language translation, loading, change control, audit processes and expiration-archiving to ensure data integrity.
• Acting as a KM Subject Matter Expert, work with technology teams to leverage Oracle HCM digital assistant to deliver just in time knowledge artefacts; work with Oracle HCM tech team to review help text and other KM / CM enablers available in the Oracle platform; explore methods for more dynamic, interactive and just in time content development for training; review external best practices on employee portals and identify opportunities to implement new and different approaches in our internal employee portal.
• Engage with Global Process Owners and stakeholders (across HRSS, HRBP, COEs) to ensure content is accurate, up to date and is being continuously improved to support our employees adoption of self-service tools and the HR Service Delivery model.
• Proactively source customer and HR feedback on the portal and knowledge artefacts to feed into how we optimize the employee and HRSD agent experience.
• Monitor metrics to ensure overall effectiveness of the portal.
• Work closely with workstream leads and IT team in the future releases strategy and associated KM support.

Change Management:

• Provide change management support, identifying change impact and developing and executing on the change management plan comprising stakeholder engagement and communications, facilitating change actions with action owners (policy, process, governance, operations), developing communications and training collaterals and delivering training and communications.
• Change support is envisioned for: i) service transitions to HRSS Delivery; ii) key HRSS initiatives; iii) process and policy changes, iv) HRSS operations-related business and end user communications; v) HR Technology updates and system changes

Required Skills:

• Minimum Bachelor's Degree plus 4-6 years of relevant experience
• Proven skills in managing knowledge portals / employee portals, document repositories, document management, access rights management
• Proven skills in developing knowledge artefacts such as FAQs, quick reference guides, SOPs & system-navigation videos related to HR process & system (interactive, consumer-friendly content that delivers technical information succinctly with use of diagrams, flowcharts, infographics, videos etc.). Should have experience using screen recording tools that capture system screen and steps and can be used in quick reference guides & videos. Experience in creating learning content using videos and voice narration will be an advantage.
• Excellent written, oral, and visual media communication skills with a proven ability to communicate with peers and relevant stakeholders
• Advanced skills in PowerPoint, Sharepoint design & management, KM AI & Digital tools, CBT / video-based learning content creation
• Understanding HR areas is preferred
• Knowledge of HR processes and practices preferred
• Works effectively in a matrix organizational structure and communicating with peers and customers
• Focus on customer service and tailor KM offerings to meet customers needs with people experience as central to HR operational success
• Strong organizational, project planning
• If have done knowledge articles for other subject areas like finance will be considered
• Must have experience in developing content such as FAQs, Quick Reference guides, training materials and videos. It would be great if have chatbot experience as well.

Preferred Skills:

• Advanced skills in Sharepoint, PowerPoint and KM tools including knowledge in using Oracle digital assistant (chatbot), Oracle KM and Oracle Guided Learning
• Experience in developing training vidoes showing users how to use / navigate new system