About The Role Location: Hyderabad Hybrid About This Role To support operational tasks and activities and develop P&O processes aligned with global P &O strategy, principles and guidelines to a dedicated client group, supporting the implementation of processes / services / continuous improvement in scope. Your responsibilities include, but not limited to: Helps achieve the goals of deflecting tickets raised by associates through use of knowledge articles, increasing the level of service perceived, as well as establish structured knowledge management in HR service operations. Figures as a change agent/champion in support of the transition from a Knowledge Engineering process to a Knowledge driven process. Drives quality of knowledge used for both self-solve and case resolution through quality reviews and client feedback of new and existing knowledge articles. Build and maintain relationships with Business Service / Topic Owners, Subject Matter Experts (SMEs) and other stakeholders in various locations globally. Ensuring creation and maintenance of knowledge articles through close cooperation with said Business Service / Topic Owners and Subject Matter Experts, using their inputs for knowledge articles to adhere to the content quality standards. Manages stakeholders expectations related to publishing new knowledge and updating existing knowledge, keeping the true end-user need in mind. Collaborate with peers - within the HR Knowledge Management team and also closely with other HR teams, including communications and service operations, as well as cross-domain Knowledge Management teams. Actively promote a knowledge sharing culture, providing guidance and coaching where possible to educate the associates interacting with. Commitment to Diversity & Inclusion: We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve. Role Requirements What you'll bring to the role: Bachelors degree or equivalent experience - Qualification in knowledge management or equivalent experience. Ideally 3 to 5 years of combined knowledge management, project management experience working in a Customer Service Delivery environment within a global environment. Knowledge and experience of designing and delivering a variety of training programs. Knowledge and experience managing translation and localization projects. Proven experience in partnering with external vendors. Proven experience in stakeholder management in a matrix organization. Proven experience in change and release management. Experience with Agile software development or supporting training of cloud solutions. Familiarity with service management / delivery technology/ tools (i.e. SAP HR, ServiceNow, Ticketing, Telephony, Chat platforms) preferred but not essential Experience of working within virtual / remote teams preferred. Fluent spoken and written English, other languages are an advantage Why Novartis 766 million lives were touched by Novartis medicines in 2021, and while we're proud of this, we know there is so much more we could do to help improve and extend people's lives. We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working. We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world's toughest medical challenges. Because the greatest risk in life, is the risk of never trying! Imagine what you could do here at Novartis! Accessibility and accommodation Novartis is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [HIDDEN TEXT] and let us know the nature of your request and your contact information. Please include the job requisition number in your message. Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network Division People & Organization Business Unit P&O People Services and Technology Work Location Hyderabad, AP Company/Legal Entity Nov Hltcr Shared Services Ind Functional Area Human Resources Job Type Full Time Employment Type Regular Shift Work No Early Talent No
