Knowledge Content Partner

Job details

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Job description

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Job Description 5000+! That’s how many people the curious and inspiring team you will lead supports. Join us as Head P&O for Global Quality where you will be part of one of the largest, most complex and impactful organizations which is touching every part of our business. Your key responsibilities Your responsibilities include, but not limited to: Helps achieve the goals of deflecting tickets raised by associates through use of knowledge articles, increasing the level of service perceived, as well as establish structured knowledge management in HR service operations. Figures as a change agent/champion in support of the transition from a Knowledge Engineering process to a Knowledge Centered Service (KCS) process. Drives quality of knowledge used for both self-solve and case resolution through quality reviews and client feedback of new and existing knowledge articles. Build and maintain relations with Business Service / Topic Owners, Subject Matter Experts (SMEs) and other stakeholders in various locations globally. Ensuring creation and maintenance of knowledge articles through close cooperation with said Business Service / Topic Owners and Subject Matter Experts, using their inputs for knowledge articles to adhere to the content quality standards. Manages partners expectations related to publishing new knowledge and updating existing knowledge, keeping the true end-user need in mind. Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse team’s representative of the patients and communities we serve. Minimum Requirements What you’ll bring to the role: Minimum: Five (5) years proven experience in the area of knowledge management and Experience in working with KCS processes, preferably holding a KCS Practices certificate, but at minimum studied the KCS Practices and Adoption guides. Works with the internal ServiceNow technical team for problem solving and user acceptance testing purposes for the knowledge base and Creates and maintains documentation and training for the HR service operations agent population on how to use the relevant tools and processes. Supports project communication to the HR service operations agent population regarding the KCS project. Helps with creation and adoption of Solve and Evolve loop KCS processes and sets up assessing system of adherence to Solve and Evolve loop KCS processes based on metrics and KPIs on organization, team and individual levels. Implement adherence to Solve and Evolve loop KCS processes, identifying improvement opportunities for course direction. Trains SMEs and general HR service operations agent population on the existing and new knowledge management processes and guidelines. Operational Excellence - Navigates processes and procedures to get things done while focusing on continuous improvement whenever possible and should be a Digital & Technology Savvy Improves business performance by leading change through innovating, advocating and implementing digital and technology solutions. Desirable: University degree or equivalent experience. Further education in e.g. educational sciences, change management, coaching an advantage Preferably previous experience working with Human Resources practices and Human Resources related laws and regulations; HRIS applications, procedures, and techniques. Competency in reporting & analytics for Knowledge Management is a plus. Why Novartis? 769 million lives were touched by Novartis medicines in 2020, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives. We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and broad environment inspires new ways of working. We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying! Imagine what you could do here at Novartis! Novartis is an equal opportunities employer and welcomes applications from all suitably qualified persons. Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network Division CTS Business Unit HR NBS Country India Work Location Hyderabad, AP Company/Legal Entity Nov Hltcr Shared Services Ind Functional Area Human Resources Job Type Full Time Employment Type Regular Shift Work No Early Talent No