Knowledge Base Design and Governance Specialist

hace 3 días


Paraíso, Paraíso, Costa Rica Edwards Lifesciences A tiempo completo
Job Summary
We are seeking a Senior Analyst to join our team at Edwards Lifesciences. As a Senior Analyst, you will play a key role in leading and planning ServiceNow Knowledgebase audits, governance, and projects to translate business needs into system designs, capabilities, user experience optimizations, and governance.
As a member of our team, you will have the opportunity to work on complex projects and contribute to the development of our company. You will be part of a dynamic team that is passionate about making a difference in the lives of patients worldwide.
We offer competitive compensation and benefits packages, as well as opportunities for career growth and development. If you are looking for a challenging and rewarding career, we encourage you to apply.

Key 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

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