ServiceNow Knowledgebase Technical Lead
hace 3 días
Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. We collaborate with leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives.
We focus on helping patients regain and improve the quality of their life through devices that replace or repair a diseased heart valve, new technologies that monitor vital signs in the critical care setting, and more.
We are committed to helping patients worldwide.
The Role
This role involves leading and planning ServiceNow Knowledgebase audits, governance, and projects to translate business needs into system designs, capabilities, user experience optimizations, and governance. As a Senior Analyst, you will provide recommendations and guidance to HR partners to understand business and HR needs and translate them to system solutions and reports.
You will lead cross-functional teams to understand systems and data requirements from business and regions/countries to deliver knowledge base projects and enhancements. You will own the governance process and execution of the Knowledgebase, including metatagging strategy and ensuring appropriate plans are applied.
You will also lead, train, and manage content owners, providing ongoing education and improvement opportunities. Additionally, you will lead proofing and editing articles for understandability, consistency, completeness, and adherence to standards.
Responsibilities
- Lead the design and configuration to build new functionality in the KB
- Provide recommendations/guidance to HR partners to understand business and HR needs and translate them to system solutions and reports
- Lead cross-functional teams to understand systems and data requirements from business and regions/countries to deliver knowledge base projects and enhancements
- Own the governance process and execution of the Knowledgebase, including metatagging strategy and ensuring appropriate plans are applied
- Lead, train, and manage content owners, providing ongoing education and improvement opportunities
- Lead proofing and editing articles for understandability, consistency, completeness, and adherence to standards
- Troubleshoot data errors and perform root cause analysis, including proposing and implementing solutions having broader organizational impact and provide knowledge transfer to cross-functional team members
- Define categories, pin important articles, and approve changes to articles and other continuous improvement activities as it relates to knowledge bases
- Oversee and manage projects through execution of best practices, mentoring other team members, and ensuring that project deliverables are consistent with design principles
- Keep abreast of technical innovation in ServiceNow to include user experiences and adoption; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
About Edwards Lifesciences
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