HR Knowledge Lead

at  Vestas

QUALIFICATIONS

• Bachelor’s degree in IT, HR, Business, or a related field
• 3+ years of experience in Knowledge Management, ideally with ServiceNow
• Proven experience with the ServiceNow Knowledge Management module
• Strong analytical skills and ability to use data to make decisions
• Effective communication and interpersonal skills, focused on user experience and customer satisfaction
• Experience with process improvement (e.g., ITIL) is beneficial
• Ability to work individually and in a team in a fast-paced environment

RESPONSIBILITIES

• Knowledge Management:
• Develop and manage the HR Knowledge Management strategy in ServiceNow
• Create, review, and maintain accurate and relevant HR knowledge articles
• Perform regular audits of the HR knowledge base content
• Ticket Handling:
• Work with HR support teams to identify common issues and create articles to address them
• Evaluate HR ticket trends to reduce ticket volume and improve first-call resolution rates
• Implement measures to reduce recurring HR incidents and improve user satisfaction
• User Experience:
• Monitor user feedback to identify areas for improvement in the HR knowledge management system
• Collaborate with UX/UI teams to ensure HR knowledge articles are easy to use
• Train and support end-users in using the HR knowledge base effectively
• Team Collaboration:
• Work with IT, HR, and Operations teams to ensure effective HR knowledge-sharing and collaboration
• Conduct regular meetings with stakeholders to gather feedback and provide updates on HR knowledge management efforts
• Act as the HR knowledge management expert within the organization
• Performance Tracking:
• Develop and monitor key performance indicators (KPIs) for the HR knowledge management system
• Prepare regular reports on HR knowledge base usage, ticket handling efficiency, and user satisfaction
• Identify and implement improvements based on data