The Knowledge Management (KM) Lead for the NIQ Employee Experience HR Shared Services Center (SSC) will oversee the strategic development, implementation, and continuous improvement of the SSC’s knowledge management framework. This role will serve as the Knowledge Management Lead for the global Employee Experience team which provides support to NIQs 40K associates. This role is critical in ensuring that HR teams and associates have access to accurate, up-to-date information through a well-structured and easily accessible knowledge base. The Knowledge Management Lead will drive collaboration with various HR functions, subject matter experts, and technology teams to develop and maintain content that supports efficient service delivery, decision-making, and compliance.

Strategic Knowledge Management:

• Develop and implement a knowledge management strategy that supports the overall objectives of promoting effective information sharing and employee self-service
• Ensure alignment between the knowledge management framework and HR processes, business goals, and global best practices
• Own and manage functional HR Shared Services Catalog management process in line with standards and the global NIQ Service Catalog management process

Content Development & Curation:

• Implement NIQ HR Knowledge Management system, which will store all SOPs, Process Maps, Tier 1 knowledge and other knowledge assets
• Lead efforts to curate, create, and maintain HR-related content such as policies, procedures, FAQs, and training materials
• Establish and maintain guidelines and standards for content quality, structure, and accessibility
• Track and follow a regular content update cycle and coordinate with the SMEs to ensure that the most relevant content is available

Collaboration & Stakeholder Engagement:

• Partner closely with local and global Employee Experience teams, Global CoEs, HRBPs, and Employee Experience regional leaders to understand the business needs, assess the knowledge gaps, and create an appropriate Knowledge Management strategy that focuses on process as well as skill-based knowledge
• Facilitate cross-functional collaboration to ensure content consistency across the organization

System Management & Optimization:

• Collaborate with Enterprise IT and other relevant teams to ensure that the knowledge management system (KMS) supports efficient content management, searchability, and user experience
• Recommend system upgrades/changes and/or innovative tech-driven solutions to improve knowledge accessibility, thereby enhancing the Knowledge Management user experience
• Analyze user feedback and key metrics to drive continuous improvements in knowledge management processes
• Look to exploit best-in-class functionality with Knowledge Management, such as AI enabled and/or Chatbot Functionality

Training & Support:

• Lead training and awareness initiatives to ensure Employee Experience associates understand how to use the knowledge management tools and access information efficiently
• Provide coaching and guidance to content contributors and reviewers to ensure adherence to established standards

Reporting & Metrics:

• Work with the Reporting and Analytics team to develop and maintain metrics to measure the effectiveness of the knowledge management program, including content usage, user satisfaction, and overall impact on HR service delivery
• Leverage analytics to make data driven decisions on how to improve the overall KM platform and/or program to enhance the user experience
• Present regular reports and insights to leadership teams

• Graduation/post-graduation in any stream with 5-10 years of relevant work experience in shared services/GBS/HR Shared Services/HR Operations environment in driving and leading Knowledge Management programs & teams
• Collaborate and work with leads and team members to establish goals, objectives/action plans, and the ability to organize resources, setting up complex priorities, and managing delegation
• Keep up with the current technological developments/trends and evaluate and share ideas on how those can be introduced in the Knowledge Management User experience
• Strong interpersonal, leadership, stakeholder management, change management, communication, motivational, and influencing skills and the ability to create a cohesive work environment
• Excellent understanding of Knowledge Management tools/systems, SharePoint, and content management tools
• Experience and a good command over Microsoft tools such as PowerPoint, Excel, etc
• Certification in Knowledge Management frameworks (e.g., Knowledge Management Professional Certification) or technology platforms (e.g., Microsoft SharePoint, Salesforce Knowledge, or ServiceNow) desired
• Familiarity with AI-driven Knowledge Management tools, including chatbots, machine learning for data categorization, and natural language processing (NLP) systems
• Experience with Robotic Process Automation (RPA) and automating knowledge workflows desired
• Workday experience desired