Content /Knowledge Management & Channels Specialist
San Rafael de Escazu,Costa Rica,
hace 5 días
  • Job facts
  • Support the Roche HR knowledge management processes at regional and local level. Focus areas include :

    Content management in line with Roche HR Support Solutions KM strategy Governance on local records management framework SSC agent education and knowledge sharing Supporting the global KM process design & change process Participating in project activities and squad teams & contribution to continuous improvement


  • Service DeliveryEnsure consistent and reliable service delivery for customers serviced.Implement processes and initiatives to ensure continuous improvement as well as service enhancement.
  • Align service delivery and quality with overarching objectives of the global HR Support Solutions organization. Manage service quality expectations and address customer concernsEnsure end to end ownership of resolutionEnsure operations according to defined KPIs and SLAs.

    Ensure regulatory compliance in line with the countries, customers, and regulations.Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way.

  • Cross-Functional CollaborationCollaborate with peers within region and globally to ensure the HR Support Solutions network provides consistent and effective services to our customers.
  • Achieve our HR Support Solutions vision by driving global consistency through collaboration.

  • Content Management aligned with KM StrategyActing as a single point of contact (SPOC) for regional Content Owners for creating / updating / archiving content in KM solution;
  • troubleshooting, roll-out related tasks; trigger any localized changes due to the impact of policy and procedure changesPublish new or updated documents as per regional / local plansShare information with the operations teams about new functionalities, processes and guidelinesProvide Content Owner Trainings

  • Governance on Local Records Management FrameworkDeliver COREMAP training to newcomersRepresent HR Support Solutions in local COREMAP activitiesSupport records purging activities in HR Information solutions
  • Global KM Process Design and Change ProcessRepresent SSC in HR Support Solution KM communityContribute to KM strategy definition, process and solutions design activities, including testingResponsible for ensuring regional requirements are defined and embedded in global processes and solutionsValidates and shares with other KM colleagues from HR Support Solutions network regarding re-use of existing information, process improvements or innovations
  • Continuous ImprovementUsing statistics (analytics) on content usage to drive continuous improvementShares results with relevant teams and facilitates proactive idea generation to improve content and / or user experienceMakes recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.
  • Participate in business verification activities for projects or upgrades impacting the Knowledge Management solution landscapeUpon need participate in HR Support Solutions Network projects and squads.

    Who you are

    You bring the following skills and competencies :

  • Experience in a shared service center, preferably in an HR services environment.
  • Proven track record of being able to deliver and work effectively in a matrix organization across geographies and divisions.
  • Ability to work independently in a fast-paced environment and to handle multiple, competing priorities.
  • Ability to thrive in an ambiguous and multicultural environment working across borders.
  • Cross-cultural communications
  • Influencing and consultative skills
  • Analytical thinking
  • Core capabilities include :

  • Living customer centricity through your day-to-day interactions (incl. needs anticipation, cultural awareness, managing one’s response)
  • Demonstrating end-to-end accountability (incl. big picture and impact understanding, engaging others to ensure a successful outcome)
  • Demonstrating problem-solving (incl. active listening, critical thinking, process improvements)
  • Having a growth mindset (incl. taking risks and experimenting, seeking new learning opportunities, asking and giving feedback)
  • You bring the following qualifications and capabilities critical to the role :

  • 5+ years of related experience in Shared Services, preferably with experience with HR shared services
  • 3+ years of related experience in the field of Knowledge and content management, preferably gained in shared services environment
  • Strong expertise in Knowledge and Content management and related IT solutions
  • Experienced and efficient handling of standard IT-applications, preferably Google suite
  • A solid understanding of Shared Service Center Processes and environment
  • Experience in streamlining processes and eliminating waste; Work hard but smart.
  • Experience with HR processes & expertise are beneficial
  • Fluent in English required, additional languages a plus based on region (i.e. German, French, Italian, Spanish, Portugues, Hungraian, Chinese)
  • Valid US Visa and Passport
  • Travel Availability
  • Who we are At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups.
  • Our success is built on innovation, curiosity and diversity.

    Roche is an equal opportunity employer.

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