Knowledge Management Analyst

我們做什麼

在 Kenvue，我們意識到日常護理的非凡力量。我們以一個多世紀的傳統為基礎，植根於科學，是標誌性品牌的品牌 - 包括您已經熟悉和喜愛的 NEUTRGENA®、AVEENO、TYLENOL®®、LISTERINE®、JOHNSON'S® 和 BAND-AID®。科學是我們的熱情所在;關心就是我們的才能。

我們是誰

我們的全球團隊由 ~ 22,000 名才華橫溢的員工組成，他們的職場文化中，每個聲音都很重要，每一個貢獻都受到讚賞。 我們熱衷於洞察， 創新並致力於為我們的客戶提供最好的產品。憑藉專業知識和同理心，成為 Kenvuer 意味著每天有能力影響數百萬人。我們以人為本，熱切關懷，以科學贏得信任，以勇氣解決——有絕佳的機會等著您！加入我們，塑造我們和您的未來。有關更多資訊，請按兩下 here.

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你會做什麼

The Knowledge Management Analyst plays a critical role in delivering a great user experience in our Employee Experience portal. They partner with functional groups and experience teams to optimize the capabilities of our AI driven Solutions Hub portal.

Key Responsibilities

• Create, maintain, validate and retire content  on the Experience Center portal and other repositories, using AI driven resources and our governance framework
• Work with the content owners/SME’s to ensure that knowledge on our platforms are up-to-date and facilitate trainings on platform enhancements.
• Partner with KM Execution senior analysts in analyzing content performance and determine its effectiveness and gaps.
• Work with the People Support and KM Governance teams in delivering and prioritizing content that should be accessible via chatbot and AI search
• Provide correct and clear reporting to the KM teams and the functions to do root cause analysis and facilitate data-driven decisions
• Identify and execute content improvements, address search gaps on the portal
• Proactive and reactive review of the knowledge base to ensure their adherence to our content governance and standards, relevance and accuracy.
• Support platform testing activities
• Participate in trainings, peer reviews and team meetings.

What We Are Looking For

Required Qualifications

• Bachelor's degree in Human-Computer Interaction (HCI), Linguistics, or a related field, or equivalent practical experience.
• 2-3 years progressive knowledge management and document management
• Experienced with Microsoft Office Suite including Word, PowerPoint, Excel and Outlook
• Experienced with Servicenow platform
• Must have strong communication, customer service, and the ability to complete assigned work with minimal instruction and supervision
• Ability to work effectively and problem solve in a fast-paced environment, handle multiple projects, and daily planned and unplanned operational activities.
• Ability to maintain and improve consistent and sound business processes in a dynamic, cross-cultural environment

Currently, this role is only posted on Careerhub, as it's open for internal applications only.

Desired Qualifications

• Familiarity of using AI tools
• Understanding of shared service and contact center operations
• Experience with service center technologies and processes
• Design Thinking experience

Kenvue 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, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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