HR Shared Services Knowledge Content Specialist

Mumbai, India

POSITION SUMMARY:

Reporting to the HR Shared Services Supervisors, the HR SSC L&D Specialist is tasked with developing, implementing, and monitoring regional knowledge management that aligns with the HR Shared Service Center's objectives and the BMC Helix platform's functionality.

The role encompasses overseeing the creation, curation, and quality assurance of centralized content, ensuring it is accurate, current, and accessible, and that the regional knowledge base effectively supports centralized HR operations.

The specialist will enhance the user experience of knowledge content making up the regional library, maintain content governance by gathering input appropriately from Corporate and local stakeholders, and collaborate with knowledge contributors to integrate and develop content into the system so as to optimize engagement with the knowledge base, including through translating global content into local languages as required and adapting content for regional use.

ESSENTIAL FUNCTIONS:

  • Develop and implement the knowledge management strategy locally in alignment with global and regional HR Shared Service Center's goals and the BMC Helix platform's capabilities.
  • Ensure that the strategy promotes service excellence and efficient knowledge sharing.
  • Provide ongoing support and guidance to content contributors across the HR Shared Service Center.
  • Stay informed of system updates, capabilities, as well as changes within IPG that call for development of new content or changes to existing content.
  • 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 the desired audience, including HR staff, employees, managers, and other IPG colleagues.
  • Document and socialize localized standards and guidelines for knowledge content quality.
  • Regularly audit content to maintain high standards of accuracy and relevance.
  • Work to enhance the user experience with the knowledge base.
  • Ensure that content is organized and presented in a user-friendly manner, with accessibility in mind.
  • Collaborate with management and the broader Service Excellence team to ensure that regional knowledge is fully integrated with the BMC Helix platform.
  • Provide feedback and insights that can inform the development of new features and improvements.
  • Enforce governance policies for knowledge content creation, approval, and archiving.
  • Ensure compliance with legal, regulatory, and organizational standards.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

  • 4+ years of hands-on experience with HCM and service management platforms, as well as familiarity with content management tools, to effectively manage knowledge content.
  • Strong understanding of knowledge management principles, strategies, and best practices.
  • Experience in creating, curating, and maintaining knowledge
  • Written and verbal communication skills to both create and coach others on how to create clear and concise content, including English language skills.
  • Attention to detail and commitment to maintaining high standards of content accuracy and relevance.
  • Ability to establish and enforce content quality guidelines.
  • Understand of user experience design and best practices for content accessibility.
  • Experience in developing and delivering training programs.
  • Ability to provide effective support and guidance to content contributors.
  • Strong verbal and written communication skills, including English language skills, with the ability to provide clear guidance and support to both employees and team members
  • Strong working knowledge of Workday and BMC Helix platforms, software, applications, and content management tools.

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