Knowledge Management Specialist

Responsibilities & Duties

Content Management

• Coordinate with global stakeholders on article creation & updates

• Ensure all contents undergo required Document Management Process before they go live in the system

• Responsible for the governance & maintenance of knowledge assets ensuring clear consistent & unambiguous KM repository

• Index revise update a variety of comprehensive contents

• Responsible for the provision of expertise & guidance on knowledge creation e.g. look & feel / tone of voice to content owners & review outputs to ensure quality (make grammatical & format corrections)

• Format HTML codes into knowledge articles

• Coordinate translation requests

System Management

• Conduct Knowledge Base system maintenance checks

• Do testing before & after every system release

• Create & maintain records of system performance system usage & Articles inventory

• Prepare visual data analysis of reports

• Report issues/defects observed or raised by End Users for Development fixes

• Gather requirement for system enhancements

• Manage UAT with stakeholder users

• Create system know-how documentation

• Lead major project releases & rollout sessions

• Create Release Management End User Communications

Client Management:

• Liaise with relevant Stakeholders Content Owners Leaders & SMEs to close gaps for article updates

• Participate in planning & managing KM projects in alignment with agreed scope & delivery time

• Train Knowledge Editors & Content Owners on creation & update of articles in ServiceNow

Content Planning & Analysis:

• Impact assess as is & to be process for adherence & knowledge retention

• Perform analysis of content requirements

• Generate reports & interpret data from MS Excel

• Provide input & insight on employee feedback & data analysis to support identification & execution on content related project opportunities

• Take part in &/or lead projects related to research creation & maintenance of KM materials

Attributes: 

• Ability to be thorough & meticulous in completing assigned tasks & with the ability to propose ways to prevent or eliminate errors discrepancies & issues. (Attention to Detail)

• Ability to gather integrate validate & analyze relevant data to develop resolutions findings & recommendations. (Analytical Thinking)

• Ability to effectively communicate within a varied audience & internal & external customer using different platforms. (Communication)

• Ability to actively identify new areas for learning & opportunities to improve processes tools & mindset (Continuous improvement)

• Ability to maintain good customer relationship & initiate ways to improve customer experience (Customer Service) 

• Ability to identify & resolve moderate & complex issues by applying best practices & technical expertise & may recommend solutions for unique scenarios. (Problem Solving)

Working Environment & Physical Demands:

• Ability to identify & resolve moderate & complex issues by applying best practices & technical expertise & may recommend solutions for unique scenarios. (Problem Solving)

Qualifications :

Qualifications & Requirements

Minimum Requirements:

• Bachelors degree &/or at least 4 years of relevant work experience

• Intermediate proficiency in MS Office tools (Word/PowerPoint/Outlook)

• Advanced proficiency in MS Excel

• Excellent research skills

• Experience using ServiceNow for KM (Knowledge Base ticketing HTML chatbot)

• Experience on processes & procedures relevant in KM Technical writing or copy-editing Reporting & data analytics

• Experience across core HR functions (e.g. Compensation Benefits Performance Management)

Additional Information :

Preferred qualifications:

• Experience in web development & similar projects

• Experience in providing writing or developing web contents using an array of web development platforms mapping tools (MS Visio Lucid Chart or an equivalent) & methodologies

• Knowledge of HR metrics & their applicability

• Experience in the use of other HR Systems e.g. Workday & other KM platforms

• Understanding of Process Mapping Tools & Methodology

• Experience working in outsourcing shared services or similar model within similar function.

About AECOM 

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status AECOM benefits may include medical dental vision life AD&D disability benefits paid time off leaves of absences voluntary benefits perks flexible work options well-being resources employee assistance program business travel insurance and service recognition awards.

AECOM is the global infrastructure leader committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities we solve our clients complex challenges in water environment energy transportation and buildings. Our teams partner with public- and private-sector clients to create innovative sustainable and resilient solutions throughout the project lifecycle from advisory planning design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at . 

What makes AECOM a great place to work 

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts youll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills helping you build the career youve always envisioned. Here youll find a welcoming workplace built on respect collaboration and communitywhere you have the freedom to grow in a world of opportunity. 

As an Equal Opportunity Employer we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines. 

Remote Work :

No

Employment Type :

Full-time