HR Knowledge Lead

Part of the Process Drivers Team. The team is responsible for implementing and ensuring the smooth operation of HR processes and solutions.

The HR Knowledge Lead will oversee the Knowledge Management processes in our ServiceNow platform. This role ensures efficient handling of HR-related support tickets and a great user experience. The ideal candidate should have experience with ServiceNow and knowledge management.

People & Culture > Global People Services > P&C Enablement

Responsibilities

1. Knowledge Management:
   • Develop and manage the HR Knowledge Management strategy in ServiceNow
   • Create, review, and maintain accurate and relevant HR knowledge articles
   • Perform regular audits of the HR knowledge base content
2. Ticket Handling:
   • Work with HR support teams to identify common issues and create articles to address them
   • Evaluate HR ticket trends to reduce ticket volume and improve first-call resolution rates
   • Implement measures to reduce recurring HR incidents and improve user satisfaction
3. User Experience:
   • Monitor user feedback to identify areas for improvement in the HR knowledge management system
   • Collaborate with UX/UI teams to ensure HR knowledge articles are easy to use
   • Train and support end-users in using the HR knowledge base effectively
4. Team Collaboration:
   • Work with IT, HR, and Operations teams to ensure effective HR knowledge-sharing and collaboration
   • Conduct regular meetings with stakeholders to gather feedback and provide updates on HR knowledge management efforts
   • Act as the HR knowledge management expert within the organization
5. Performance Tracking:
   • Develop and monitor key performance indicators (KPIs) for the HR knowledge management system
   • Prepare regular reports on HR knowledge base usage, ticket handling efficiency, and user satisfaction
   • Identify and implement improvements based on data

Qualifications

• Bachelor's degree in IT, HR, Business, or a related field
• 3+ years of experience in Knowledge Management, ideally with ServiceNow
• Proven experience with the ServiceNow Knowledge Management module
• Strong analytical skills and ability to use data to make decisions
• Effective communication and interpersonal skills, focused on user experience and customer satisfaction
• Experience with process improvement (e.g., ITIL) is beneficial
• Ability to work individually and in a team in a fast-paced environment

Competencies

Needed for the HR Knowledge Lead Job:

1. ServiceNow Proficiency:
   • In-depth understanding of ServiceNow, particularly the Knowledge Management module
   • Ability to create, edit, and manage knowledge articles within the platform
2. Knowledge Management Expertise:
   • Comprehensive knowledge of best practices in knowledge management
   • Experience in developing and implementing knowledge management strategies
   • Ability to audit and maintain the accuracy and relevance of knowledge base content
3. Analytical Skills:
   • Proficiency in analyzing ticket data and trends to identify common issues and areas for improvement
   • Ability to track and interpret key performance indicators (KPIs) related to knowledge management and user satisfaction
   • Good problem-solving skills to address recurring incidents and enhance service quality
4. Communication Skills:
   • Advanced verbal and written communication skills
   • Ability to create clear, concise, and user-friendly knowledge articles
   • High presentation skills to report on performance metrics and gather stakeholder feedback
5. Collaboration and Teamwork:
   • Ability to work effectively with cross-functional teams, including IT, HR, and Operations
   • Good interpersonal skills to build relationships with stakeholders and ensure effective knowledge-sharing
   • Experience in conducting regular meetings and facilitating discussions
6. User Experience Focus:
   • Understanding of user experience principles to ensure knowledge articles are easy to navigate and understand
   • Ability to gather and respond to user feedback to continuously improve the knowledge management system
   • Experience in training and supporting end-users
7. Process Improvement:
   • Familiarity with process improvement methodologies such as ITIL or Six Sigma
   • Ability to identify inefficiencies and implement improvements in knowledge management processes
8. Project Management:
   • Comprehensive organizational skills to complete multiple tasks and projects simultaneously
   • Ability to prioritize tasks and meet deadlines in a fast-paced environment
   • Experience in developing knowledge management projects from inception to completion
9. Technical Aptitude:
   • General understanding of HR and IT processes and systems
   • Ability to quickly learn and adapt to new technologies and tools
   • A basic understanding of UX/UI design principles is advantageous
10. Customer Service Orientation:
    • Commitment to delivering high-quality service and enhancing the user experience
    • Ability to respect users and address their needs effectively
    • Strong focus on achieving high user satisfaction and resolving issues promptly

What we offer

We offer you an exciting role with great professional and personal development opportunities in an inspiring, progressive, international work environment at an established manufacturer of wind turbines. We offer attractive company perks like fitness subsidy, health insurance, pension, life insurance, medical allowance, travel allowance, internet allowance, etc. We have a modern, inspiring office overlooking Manila Bay, conveniently located near public transport. We believe in work-life balance and plan annual offsite outings, team building, and sports events. In Vestas, you will experience an innovative environment where no days are ever the same, strengthening your personal as well as professional growth.

Additional Information

We do amend or withdraw our jobs and reserve the right to do so at any time, including before the advertised closing date. Please be advised to apply on or before the 31st of August 2024.

Additional Benefits

• Fitness Subsidy
• Retirement Benefit Plan

BEWARE – RECRUITMENT FRAUD It has come to our attention that there are a number of fraudulent emails from people pretending to work for Vestas. Read more via this link, https://www.vestas.com/en/careers/our-recruitment-process

DEIB Statement At Vestas, we recognize the value of diversity, equity, and inclusion in driving innovation and success. We strongly encourage individuals from all backgrounds to apply, particularly those who may hesitate due to their identity or feel they do not meet every criterion. As our CEO states, "Expertise and talent come in many forms, and a diverse workforce enhances our ability to think differently and solve the complex challenges of our industry". Your unique perspective is what will help us powering the solution for a sustainable, green energy future.

About Vestas Vestas is the energy industry’s global partner on sustainable energy solutions. We are specialised in designing, manufacturing, installing, and servicing wind turbines, both onshore and offshore.  Across the globe, we have installed more wind power than anyone else. We consider ourselves pioneers within the industry, as we continuously aim to design new solutions and technologies to create a more sustainable future for all of us. With more than 173 GW of wind power installed worldwide and 40+ years of experience in wind energy, we have an unmatched track record demonstrating our expertise within the field.  With 29,000 employees globally, we are a diverse team united by a common goal: to power the solution – today, tomorrow, and far into the future.  Vestas promotes a diverse workforce which embraces all social identities and is free of any discrimination. We commit to create and sustain an environment that acknowledges and harvests different experiences, skills, and perspectives. We also aim to give everyone equal access to opportunity.  To learn more about our company and life at Vestas, we invite you to visit our website at www.vestas.com and follow us on our social media channels. We also encourage you to join our Talent Universe to receive notifications on new and relevant postings.