Knowledge Management Lead

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 SSCs 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 uptodate information through a wellstructured 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 decisionmaking and compliance.

Key responsibilities:

Strategic Knowledge Management:

• Develop and implement a knowledge management strategy that supports the overall objectives of promoting effective information sharing and employee selfservice.
• 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 HRrelated 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 skillbased knowledge.
• Facilitate crossfunctional 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 techdriven 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 bestinclass 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.

Qualifications and Competencies:

• Graduation/postgraduation in any stream with 510 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 AIdriven 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.

About NielsenIQ  

NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023 NIQ combined with GfK bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insightsdelivered with advanced analytics through stateoftheart platformsNIQ delivers the Full View.  

NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population. For more information visit NIQ (nielseniq.com) 

Want to keep up with our latest updates 

Follow us on:LinkedInInstagramTwitterFacebook 

Diversity and Inclusion Statement 

NielsenIQ is committed to reflecting the diversity of the clients communities and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce measurement and products. We enthusiastically invite candidates who share that mission to join us. 

We are proud to be an Equal Opportunity/Affirmative ActionEmployer making decisions without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability status age marital status protected veteran status or any other protected class. Our global nondiscrimination policy covers these protected classes in every market in which we do business worldwide. 

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: ;