Easter Seals Jobs

Job Title

Knowledge Management Analyst (3-month contract)

Job Description Summary

Job Description

Role Summary

The Knowledge Management Analyst’s primary responsibility is to perform a comprehensive assessment of our current meta data usage/keyword application and identify improvement opportunities in the company's knowledge base. They should produce a best practice write up that we can manage to and share with our HR knowledge authors globally and assist with the execution of the identified plan/steps in improving Knowledge searchability and accessibility.

An ideal candidate thrives in a dynamic fast-paced environment and has a background in performing in-depth evaluation of data presented to them. This individual will work closely with the Knowledge Manager to review and improve the quality of Knowledge documents globally.

Responsibilities:

• Serve as a strong consultative partner to the global process owners to holistically own the employee experience in the HelpHub portal and continuously review and improve process performance and service delivery Take responsibility for the user experience and make changes where necessary and fully understand the global view of the product and ensure all users across all geographies have a great product experience Working closely with the Global Knowledge Manager, evaluating and modifying process documents for better utilization globally

• Work with the ServiceNow product owner and other platform owners to ensure a seamless experience for employees across our core HR platformSupport in developing and maintaining the HR technology process landscape document to ensure that HR & HRIT understand where duplication of technology Participate in all product/platform related project activities

• Play a significant role in the HR technology governance process and represent the HelpHub portal in this forum, ensuring appropriate preparation for monthly and our bi-annual CoE meetingsEnsure configuration is reviewed regularly, to delivery product value realisation and process effectiveness across all key business processes Take the lead on any significant feature release, partnering with the GPO to review the appropriateness of the feature in the business process landscape

Candidate requirements:

• 3-5 years of experience working in similar role

• Experience of working with ServiceNow in a product owner capacity or equivalent other relevant experience

• Practitioner level knowledge of evolving ServiceNow to support our HR teams

• Strong knowledge of ServiceNow components such as service catalogue, reporting virtual agent, case management, portal, knowledge etc.

• Knowledge of Agile methodology of experience working in an Agile way

• Great communication and interpersonal skills, able to build effective relationships and work collaboratively with our global process owners and business stakeholders

• Ability to understand business priorities and align technology opportunities

• Ability to prioritize workload and provide timely follow-up and resolution

• Willingness to travel to Taguig City office (once a week at the maximum)

• Fluent in English, both oral and written

• Knowledge of any other language is an advantage