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Content Specialist

Russell Tobin New York City, NY
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Job description

About the Team:

The People Experience & Operations team is responsible for building and scaling the infrastructure, upon which Company’s employee experience and people processes can grow. We care deeply about ensuring the most meaningful and effective experience for our employees, in alignment with the larger business and organizational strategy. Our team is a mix of user-centric design thinkers, operations experts and strategic program managers. Our scope offers us unique exposure to the entire People team ecosystem as well as a vast array of cross-functional partners.

Given the exciting growth in our employee base across the globe, it’s important that we cultivate an employee experience that balances deep empathy towards globally unified needs as well as local nuances. As People Content Specialist, you will contribute to an effortless employee experience by supporting the build-out and day-to-day maintenance of our new knowledge base in ServiceNow.

In this highly collaborative role, the People Content Specialist will work closely with the Knowledge Manager, Content Strategist and HR Content Owners to maintain and continuously improve our People information, ensuring it is easily accessible to our 20,000 employees.

What You’ll Do:

  • Manage a backlog of content priorities (change requests), be proactive in communicating updates and changes, and work closely with key stakeholders to keep the content up-to-date
  • Work closely with global and regional content experts, coordinate the roll-out of new content
  • Monitor reporting of content performance metrics and feedback; work with partner teams to ensure we have relevant, high-quality content
  • Promote best practices in collaboration with IT with our People team on how to create and maintain relevant and helpful content aligned to both employees and supporting agents
  • Participate in the overall efforts aiming at improving the global content management tools, and be proactive in providing feedback
  • Act as Subject Matter Expert to help with the identification, development and implementation of best practices to actively support HR knowledge in ServiceNow HR, including guidelines for quality articles, titles, keywords, visibility groups, publication cycle and audit processes
  • Support developing content models, templates and microsites to enable employee self-service needs that ensures content stays organized, interactive, searchable, and relevant
  • Maintain a Knowledge Management (KM) infrastructure for HR Help with an employee-centred mindset

Requirements:

  • Knowledge Management: 3+ years of experience in Knowledge/Content Management or Strategy, Information Architecture, Digital Marketing/Digital Media, or Communications
  • ServiceNow experience: 1 to 3 years of relevant experience using ServiceNow for knowledge management purposes, including managing employee-facing knowledge bases, role-specific knowledge articles, use of knowledge blocks, creating guided tours as well as monitoring knowledge quality and relevance
  • Troubleshooting and content-focused experience
  • Stakeholder Management: A strong influencer. Ability to build, grow and maintain important relationships with partners and stakeholders, and use those relationships to enable the best possible outcome for our employees
  • Ability to manage complex projects and convert plans into actions
  • A nimble self-starter. Flexible, with a willingness and aptitude to learn and adapt to change. Our work changes fast in our world so you’ll be highly adaptable, calm under pressure, and able to drive progress amid ambiguity. You’ll be resourceful and demonstrate taking initiative!
  • An excellent communicator both verbal and written
  • Design thinking. An eye for effective UX / UI and a customer-centric mindset and full commitment to create a positive user experience
  • Data-driven. Data-driven decision-making mentality and sound business judgment through strong analytical thinking
Salary range Not specified
Date posted 22nd October 2021
Commitment Full-Time
Place of work Chicago, IL
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