The Opportunity:
Responsible for overseeing the creation, distribution, utilization and management of Avantor’s business processes and information. The Service Excellence Analyst in Knowledge Management is responsible for ensuring the effective management and utilization of knowledge resources to enhance service delivery and operational efficiency. This role involves analyzing service processes, identifying areas for improvement, and implementing knowledge management strategies to support organizational goals.
WHAT WE'RE LOOKING FOR:
Support the Service Excellence team in HR Knowledge Management initiatives
Support knowledge management strategy that aligns with the HR Shared Service Center goals and ServiceNow capabilities
Provide ongoing support and guidance to content contributors across the HR SSC
Oversee the creation, curation, and maintenance of HR knowledge content, including procedures, FAQs, and training materials
Ensure content is accurate, up-to-date, and easily accessible to HR staff and employees.
Establish standards and guidelines for knowledge content quality.
Enforce governance policies for knowledge content creation, approval, and archiving.
Ensure compliance with legal, regulatory, and organizational standards.
Work to enhance the user experience of the knowledge management system.
Regularly audit content to maintainhigh standards of accuracy and relevance.
Develop and maintain a comprehensive knowledge base, including documentation, best practices, and standard operating procedures.
Ensure the accessibility and usability of knowledge resources for all relevant stakeholders.
Conduct regular audits of knowledge assets to ensure accuracy and relevance.
Responsible for maintenance of knowledge management systems
Collect, analyze and manage information from various sources within the organization
Identify gaps in the existing knowledge content and recommend improvements
Work closely with different teams to ensure the accuracy and usefulness of the data contained in the knowledge base
Maintain an organized and accessible system for employees to find and use information
Ensures all knowledge management efforts are in compliance with company policies and industry standards
Stay abreast of the latest industry trends and technologies related to knowledge management
High proficiency in English language both written and spoken
Proficiency in other regional language desirable
EXPERIENCE:
2+ years of relevant experience in HR Knowledge Management, Information Management, or a similar role
Bachelor’s Degree preferred
Proficiency in using Knowledge Management systems and data analysis tools
Proven experience in analyzing, structuring, and transferring organization's knowledge effectively
Hands-on experience in creating, updating, and maintaining knowledge bases and conducting relevant quality checks
Experience in Knowledge Management role within HR or HR shared service environment
Familiarity with knowledge management principles, best practices, and industry trends
Workday,Service Now proficiency
SKILLS AND COMPETENCIES:
Customer focus- internal and external
Courageous Leadership
Cultivating innovation
Drive for results
Accountability
Collaborative Effort
Bias for action
Knowledge Management Expertise
Analytical Skills
Technical Skills
Excellent Communication Skills
Organizational Skills
Training/Facilitation Skills
Interpersonal Skills
Information Literacy
Change Management Skills
Content Management
OTHER
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.
Why Avantor?
Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!
EEO Statement:
We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
3rd party non-solicitation policy:
By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation