Novartis
Location
Secunderabad | India
Job description
To support operational tasks and activities and develop P&O processes aligned with global P &O strategy, principles and guidelines to a dedicated client group, supporting the implementation of processes / services / continuous improvement in scope.
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 driven 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 relationships 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 stakeholders expectations related to publishing new knowledge and updating existing knowledge, keeping the true end-user need in mind. Collaborate with peers - within the HR Knowledge Management team and also closely with other HR teams, including communications and service operations, as well as cross-domain Knowledge Management teams. Actively promote a knowledge sharing culture, providing guidance and coaching where possible to educate the associates interacting with.Role Requirements
What you ll bring to the role:
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