Knowledge Management Specialist at Sage

Job description

Job purpose:

The People Services Knowledge and Content Specialist will ensure that the People Portal and People Services focused content (to support knowledge management) is maintained and continuously improved providing relevant and timely information to all colleagues and managers.

Key accountabilities and decision ownership:

• Govern the People Portal content and architecture, working with the COEs and Team Leaders to ensure all People content is up to date and refreshed as needed.
• Upload content onto the necessary knowledge management channels, e.g. SharePoint and Intranet to ensure ease of accessibility and to support our drive to a Tier 0 self-service culture for all colleagues including colleagues in People Services.
• Maintain effective channels of communication and insight into the People functions to ensure that our People content is in effective and relevant.
• Ensure that our People Services colleagues are communicated to regularly with the latest and most up-to-date information to work from.
• Assess the quality of content being produced for uploading for the People Services teams and provide suggestions on ways to improve the copy, navigation or communication to improve the success of colleague Tier 0 self-service experience.
• Write People copy to ensure continuity of branding, communications and templates are used across all People specialisms and businesses and delivers an excellent customer centric experience of People content.
• Liaise with local or global communication managers to ensure the Sage tone of voice is reflected in copy and the latest templates and brand designs are used appropriately.

Key performance indicators:

• Customer satisfaction of People Services colleagues and business
• Quality and integrity of HR content uploaded onto the available knowledge management channels
• HR Portal and Knowledge Management problem solving and issue resolutions in a timely manner

Skills, know-how and experience:

Must have:

• Considerable experience in HR, customer service or related field especially in content creation and management
• Good level of understanding of People processes across the full employee life-cycle e.g. Resourcing, on-boarding, Payroll etc. and performs a high quality, accurate service
• Excellent level of Microsoft Office functionality (e.g. Word, Excel, Outlook)
• Strong communication skills demonstrating the ability to interact with employees at all levels
• Good experience working in a web development environment
• High degree of attention to detail
• Ability to articulate point of views effectively and confidently
• Excellent copy writing skills

Preferred:

• Bachelor’s degree or equivalent experience preferred
• Experience of HR knowledge management solutions
• Knowledge of and ability to use HR Technology solutions
• Ability to adapt quickly to understand the business nuances of a complex group
• Ability to source relevant information on employee policies to be able to offer coaching and guidance to customers and colleagues

Technical / professional qualifications:

• CIPD or PHR or equivalent Certification preferred
• SharePoint experience is ideal

Location: Woodmead, Johannesburg