Johnson & Johnson Careers

Specialist, Knowledge & Content Development

Manila, National Capital
Human Resources

Job Description

Requisition ID: 1805654532W

Position Summary

The HR Knowledge & Content Development Specialist is responsible for developing and maintaining GS HR knowledge and content articles. The position is responsible for ensuring current and accurate information is available by creating and updating various knowledge and content articles for use by the GS HR team members and HR Portal users. HR Knowledge & Content Development Specialist adheres to the development, approval, publishing and archiving of knowledge and content articles process. The Knowledge Content Development Specialist increases the effectiveness and efficiency of HR Service delivery and increases customers confidence and satisfaction by ensuring that accurate information is available.

Major Duties & Responsibilities

• Responsible for developing knowledge management content articles for the HR Portal and HR Knowledge Base.
o Global and Local Work Instructions
o Scripts
o Job aides
o Portal Content
• Utilize approved knowledge content formats, templates and standards to create knowledge content articles.
• Partner with content owners in the development of content, following the defined review and approval processes
• Adhere to the knowledge content governance process.
• Assist with monitoring and gathering feedback on content utilization and effectiveness.
• Identify areas for knowledge improvement and recommends appropriate training.
• Assist and encourage users / customers to make effective use of self-service options, systems, products, services, etc. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of HR services available to them.
• Take ownership of all Service Delivery Support team assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality
• Update HR Portals, Workday training pages which include resolving linking issues, migration of assets and management of backend sharepoint folders
• Provide accurate and timely KM metrics and dashboard across regions for management review
• Update existing inventory reports and team tracker ensuring accurate information is shared during meetings.
• Participate in cross-KM initiatives and HR S&O projects
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with issue resolution for knowledge database future reference.
• Communicate and interact effectively with team members; develop credibility and trusted mutually respected relationships with customers, supervisors, and team members.
• Interact and interface with customers, vendors, service providers, and other third parties as applicable in relation to the activities and dependencies of the role.
• Mentor new content specialists by training them of KM processes and tools and sharing insights on managing day-to-day KM tasks
• Support pre-launch and launch HR KM activities across regions.


Required Minimum Education: Bachelor’s Degree in any specialization
Required Years of Related Experience:  6 – 8  years of related experience

Required Knowledge, Skills and Abilities:  

• 6+ years progressive content development experience (HTML/Writing), HR experience is an advantage 
• Experience using Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc.
• Uncompromising commitment to client and customer satisfaction
• Experience with customer service software applications (e.g., case management)
• Effective partnership and relationship building skills with key stakeholders
• Demonstrated understanding how work and local activities integrate with other HR functional work and in alignment with HR standards.
• Identifies opportunities, risks/issues; assesses implications, formulates recommendations
• Coaching and collaboration skills with an employee and customer-focused mindset
• Experienced in development and reporting of HR analytics to manage performance, analyze trends, and drive data-based decisions for HR and the organization
• Understanding of Contact Center management and Operations
• Results oriented and ability to motivate team to high levels of performance
• Positive-minded, collaborative interpersonal skills and leadership qualities necessary to build a cohesive, and focused team
• Ability to provide clear direction quickly and on-demand
• Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned operational activities
• Strong written and verbal communication abilities; formal presentation and facilitation skills
• Can be trusted to maintain confidential information
• Experience partnering internally and externally to address people-related challenges
• Understand short-term and long-term implications of decisions and actions
• Basic understanding of business, financial and organizational factors in relation to HR activities
• Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts
• Willing to work in Paranaque 

Primary Location
Philippines-National Capital-Manila
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ
Job Function
Human Resources
Requisition ID