IBU209] - Knowledge Management Governance Lead
- Bogotá DC
- Permanente
- Tiempo completo
Knowledge Management Governance LeadThe KM Governance Lead will help the organization achieve its vision of delivering outstanding portal experience through consistency in content quality and discoverability.This position reports into Knowledge Management and Conversation Design Senior Manager and is based at Bogota/ Manila.Who We AreAt Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage - and have brilliant opportunities waiting for you! Join us in shaping our future-and yours.What You Will DoThe KM Governance Lead drives the establishment and implementation of the KM Governance Model, Playbook and Style Guide. The role involves overseeing team’s adherence to KM governance, rolling out update, gathering feedback and recommendations. They partner with the KM Senior Manager, KM Execution Lead and Conversation Design Lead in ensuring the organization adopts the best-in-class KM practices, tools and technologyKey Responsibilities
- Support in the creation, management and enhancements to the KM Strategy Playbook and Style Guide
- Partner with the KM Execution Lead in implementing KM Governance, monitor its effectiveness in providing great user experience in portal content, not limited to content performance and content quality.
- Work with Conversation Design Lead in ensuring standards for portal and chatbot/virtual assistant are consistent with the Governance model and Language Strategy.
- Support the design, implementation, and enhancement of KM processes that will drive consistent portal experience and critical knowledge flow within the organization.
- Conduct periodic content and process quality checks to ensure user experience and compliance standards are met
- Manage promoted search lists, keywords and other metadata to increase the findability of content
- Partner with the Contact Center and Service Management team in capturing user feedback on content and translate those into
- Partner with the Product Team in monitoring the effectiveness, enhancements and use of the Content management system
- Partner with the Conversation Design team, and content owners to develop new content following the defined review and approval processes.
- Partner with the Service Management team in integrating process requirements into the KM governance model.
- Team up with the KM Lead and and the reporting team in creating KM dashboard/ Scorecard that provide content performance, content quality insights.What We Are Looking ForRequired Qualifications
- 5+ years progressive knowledge management, content development and instructional design experience
- Experience with knowledge management, content management, and document management tools is required
- Digital content creation and editing experience
- Understanding of user experience principles
- Effective partnership, influence and relationship building skills with key stakeholders
- Experience creating and editing process documentation
- Uncompromising commitment to client and customer satisfaction
- Excellent written and oral communication skills with the ability to create or customize content solutions geared to improve customer experience and promote self-service.
- Strong attention to detail and quality
- Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned operational activities.
- Strong facilitator, change agent, and communicatorDesired Qualifications
- Working knowledge on ServiceNow as a Knowledge Management platform
- Experience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center)
- Experience in writing for virtual assistants
- Understanding of shared service and contact center operations
- Experience with service center technologies and processes
- Design Thinking experienceWhat’s In It For You
- Competitive Benefit Package
- Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
- Learning & Development Opportunities
- Employee Resource Groups
- This list could vary based on location/regionKenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, nationa
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