Lead Specialist - Knowledge Management

Company:

Mercer

Description:

We are seeking a talented individual to join our Sales Enablement Center of Excellence (CoE) team. This role will be based in Gurgaon. This is a hybrid role that has a requirement of working at least three days a week in the office.

Sales Enablement CoE provides Proposal & Bid Management Client Research Creative Services and Content management support among other service offerings to various Mercer businesses across UK Europe Ireland and US & Canada. The purpose of this role is to provide content administration and helpdesk support to proposal management tool (QorusDocs) users across US Canda Portugal and India as a part of the US&C Bid Center.

This position is an individual contributor experienced in content platforms and process efficiencies who works closely with content management and leadership.

We will count on you to:

• Maintain the administration of the content management system
• Monitor and notify users of vendor enhancements rollouts and notices that will help or impact users
• Manage the Bid Center Help Desk answering calls and emails to share intellectual capital using existing content in the knowledge management database ensuring content management protocols are followed
• Determine process improvement opportunities related to content management system and help desk; identify and provide read outs of current state; and notices that correlates with the daytoday delivery of client deliverables and outcomes
• Deliver support to colleagues in using the content platform to its full potential and most effectively managing user profiles and access tracking systems up/downtime.
• Partner with designated content owners from the bid center following content accountability protocols to mine and knowledge share the existing content in the knowledge management database ensuring content management protocols are followed
• Ensure that users have appropriate training and technical knowledge on knowledge management systems and partner with the manager to deliver the training
• Gather and share feedback from employees on knowledge management activities through surveys focus group and word of mouth feedback
• Manage small to moderately sized projects on behalf of the bid center
• Recommend best practice methods for displaying sharing and communicating content based on existing and expected usage patterns to enhance departmental performance

What you need to have:

• Minimum 56 years of overall experience with at least 34 years in similar content administration and helpdesk roles preferably supporting RFP/ Content management tools like QorusDocs/ Qvidian/ RFPIO/ Loopio etc.
• Postgraduate/ Graduate in any stream
• Experience of working with US bid centers would be preferred
• Ability to work as part of a team and build strong working relationships with peers
• Experience of creating knowledge repositories on tools like SharePoint etc. would be preferred
• Good command on MS Office applications (MSExcel MSWord PowerPoint)
• Problem solving skills and attention to detail
• Strong verbal and written communication and analytical skills

What makes you stand out

• Adaptable communicator facilitator influencer and problem solver
• Good/excellent communication and content management skills
• High attention to detail
• Good relationship skills proven ability to work on own initiative as well as in a team
• Ability to multitask and prioritize time effectively

Why join our team:

• We help you be your best through professional development opportunities interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues clients and communities.
• Our scale enables us to provide a range of career opportunities as well as benefits and rewards to enhance your wellbeing.

Mercer a business of Marsh McLennan (NYSE: MMC) is a global leader in helping clients realize their investment objectives shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk strategy and people advising clients in 130 countries across four businesses: Marsh Guy Carpenter Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90000 colleagues Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information visit mercer or follow on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background caste disability ethnic origin family duties gender orientation or expression gender reassignment marital status nationality parental status personal or social status political affiliation race religion and beliefs sex/gender sexual orientation or expression skin color or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work which includes the flexibility of working remotely and the collaboration connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Officebased teams will identify at least one anchor day per week on which their full team will be together in person.