HR Ops Manager, Knowledge Management

Country:

Location:

Role's Responsibilities:

• Organize and maintain all regionalHR information in Global People Services’ (GPS) knowledge management system (ServiceNow) to provideemployees, managers and HR with easy, direct access to HR solutions.
• Lead and complete the migration of current HR information and knowledge resources (e.g., policies, guides, articles) into ServiceNow.
• Implement knowledge management operating guidelines, defining owners and standards for creating, updating, approving and retiring global and local knowledge articles.
• Engage GPS region leaders and Communities of Expertise members in creating HR informationthat is relevant and easy to understand, editing content to improve clarity.Deliver training to HR content creators.
• Manage and report knowledge content and employee and manager self-service utilization through appropriate metrics, recommend and implement actions to improve utilization.
• Develop and manage job-related knowledge content and training for GPS team members to improve operational efficiency.
• Manage and continuously improve GPS new hire onboarding program to accelerate employees’ integration into the company and enable them to consistently provide high quality HR solutions.
• Proactively identify HR information gaps and/orinternal GPS learning gaps and take actions to resolve.
• Create innovative communications focused on the end user, promoting Global People Services and driving adoption of self-solve.
• Collaborate with global peers to drive enterprise-wide improvements in knowledge management, training & communications
• Actively participate in forums for Workday & ServiceNow enhancements to improve employee experience 
• Provide recommendations to improve employee portal and expand employee and manager self-service transactions

Role's Purpose:

As a knowledge manager, you will define the content/knowledge management strategy together with the HR organization and focus on developing, auditing and maintaining high quality content for employees, managers and HR. We are looking for an individual who thrives in a dynamic, forward looking environment and finds meaning in sharing knowledge, building and delivering internal training programs, and developing communications which promote Global People Services’ capabilities.  A successful team member will be energized by leveraging technology to educate and enable self-service solutions, always with the employee experience in mind.

Profile Overview:

The HR Ops Manager position may manage moderately sized projects or processes and is typically viewed as a subject-matter expert within their discipline. Requires advanced to expert knowledge of work area typically obtained through advanced education combined with experience. May have broad knowledge of project management. Problems faced are difficult and often complex. Minimal oversight from manager. Influences others regarding policies, practices and procedures. Works to achieve day-to-day objectives with significant impact on work area. Provides measurable input to new products, processes or standards in operational plans in order to implement business strategies. May manage moderately sized projects or processes with moderate impact on the achievement of discipline results. Works to influence parties within and outside of the job function at an operational level regarding policies, procedures, and practices.

Must have:

• University Degree (or equivalent) & 7+ years of relevant experience in Human Resources, Knowledge Management, and Learning & Development OR Post-graduate Degree & 5+ years of relevant experience.
• Working experience in either HR Project Management, HR System Implementation / System Management, HR Operations (HR Analyst / HR Advisor).
• Excellent oral and polished written communication skills in English and Spanish, with expertise in editing content and articulating complex concepts simply and effectively.
• Experience using ServiceNow or similar platforms for knowledge management purposes, including creating multi-language and role-specific knowledge articles, as well as monitoring knowledge quality and relevance.
• Strong planning, organization, and project management skillswith proven result orientation.
• Keenattention to detail and the ability to work in ambiguous environments, taking the initiative to drive plans independently.
• Experience in change management, including performing impact analysis and creating communications plans.
• Experience in developing and delivering training content.
• Proficiency in working collaboratively across different teams with varying job levels and functions within HR.

Nice to have:

• Proficient in third language.
• Proficient SharePoint user.
• HRSCC experience.
• Substantial knowledge of Carrier organization, programs or systems to make enhancements within job area.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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