Summary
The role involves converting PS&S and P&O strategic goals into operational actions within a client group, developing and implementing a knowledge management strategy aligned with organizational goals, and utilizing ServiceNow to manage the knowledge base. Responsibilities include identifying and managing relevant data points, overseeing content creation and curation, providing training and support, monitoring system performance, collaborating with departments to identify knowledge gaps, and enforcing governance policies. Additionally, the role requires reporting technical complaints and adverse events within 24 hours, participating in or leading P&O Services Projects, and delivering key data to managers while providing advice and support in data analysis and evaluation.
About the Role
Your responsibilities include, but not limited to:
- Convert People Services and Solutions (PS&S) and People & Organization (P&O) strategic goals into operational actions within a dedicated client group.
- Develop and implement a knowledge management strategy aligned with organizational goals.
- Utilize ServiceNow for managing and maintaining the knowledge base, including creating, updating, and retiring knowledge articles.
- Identify and manage relevant data points for Knowledge Management, aligned with Case/Ticket management, and visualize them within ServiceNow.
- Oversee the creation and curation of knowledge content, ensuring accuracy, relevance, and quality.
- Provide training and support to employees on using the knowledge management system effectively.
- Monitor and analyse the performance of the knowledge management system, using metrics for continuous improvement.
- Collaborate with various departments to identify knowledge gaps and ensure the knowledge base meets user needs. Establish and enforce governance policies to maintain the integrity and security of the knowledge base.
- Report technical complaints, adverse events, and special case scenarios related to Novartis products within 24 hours of receipt.
- Participate in or lead P&O Services Projects at the country or BU level. Deliver and present key data to managers and provide advice and support in data analysis and evaluation.
Minimum Requirements:
- Minimum of 8 years of experience in knowledge management, with at least 6 years of experience using ServiceNow.
- Minimum Bachelor’s degree in Information Management, Business Administration, or a related field.
- Experience in a shared services environment and ServiceNow Case / Ticket Management processes
- Familiarity with stakeholder management and operational excellence. Strong analytical, organizational, and communication skills
- Ability to interact with all levels of the organization, including senior management.
Desirable Requirement:
- Experience in managing Projects.
- Experience of working in matrix organization.
Commitment to Diversity & Inclusion: We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
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Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards
Accessibility and accommodation
Novartis is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
