Job Description

Job Title : Assistant Manager - Knowledge Management

Location : Uniops Bangalore

ABOUT UNILEVER:

Be part of the world\xe2\x80\x99s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life \xe2\x80\x93 giving us a unique opportunity to build a brighter future.

Every individual here can bring their purpose to life through their work. Join us and you\xe2\x80\x99ll be surrounded by inspiring leaders and supportive peers. Among them, you\xe2\x80\x99ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we\xe2\x80\x99ll work to help you become a better you.

ABOUT UNIOPS:

Unilever Operations (UniOps) is the global technology and operations engine of Unilever offering business services, technology, and enterprise solutions. UniOps serves over 190 locations and through a network of specialized service lines and partners delivers insights and innovations, user experiences and end-to-end seamless delivery making Unilever Purpose Led and Future Fit

MAIN JOB PURPOSE:

People with purpose thrive, is one of the big themes of Compass. Employee engagement and experience are focus areas for the company to enable that. The Employee Experience (HR Services, Workplace & Travel Services and Technology) and Operations Team under UniOps provides all the core EX services to all employees in all clusters.

Global Employee Experience organisation is on the mission to deliver great experiences with moments that matter and unlock significant productivity for our employees. We are on the journey to drive self -service culture in enterprise, which is both the fastest way and most cost effectivity way to resolve a query. Knowledge management is a vital part of establishing a successful self-service support journey. We are setting up systems, processes and are inviting talent to help drive this transformation in the organisation.

As part of this team, this role will support the EX-Knowledge Process Owner to drive value to Unilever by driving knowledge improvements, quality and coverage. They will provide coaching and perform periodic audit of knowledge and support governance, advice and guidance and leverage dashboards to drive behaviours and maximise benefit.

CORE ACCOUNTABILITIES:

This role as a knowledge management coordinator is pivot for the Success of Self-service Chat ecosystem. This role will significantly contribute to the adoption rate of Una (our Employee\xe2\x80\x99s self-service chat Bot)

Drives best practise and adoptions based on experiences

Must have deep understanding of knowledge product management in Service Now; other functions are welcome

Execute Service Introduction activities to guarantee smooth squads/improvements implementation into to operation

Experience in knowledge tools, knowledge design process, coaching and training business & functional team in a global environment

Good communication skill to collaborate and train various functional teams to onboard them with the knowledge module

Advises senior stakeholders from other functions on the methodology

Support the governance for successful knowledge management by working with respective functions and service owners

Perform periodic audits in knowledge environment to identify improvements and fill out gaps

Collating information/data for reporting and distributing reports with key stakeholders with analytics and expected support

Promote the use of knowledge process and improve on the knowledge culture within the business

Develops a community of Domain Experts to own the collective knowledge content

Develops and maintains training material, including the creation of videos and guides

Update, maintain and share policy and process documents

Win over hearts and minds as your service is intrinsically linked to supporting our digital and cultural transformation.

Support employees by challenging poor practices/the status quo, whilst building meaningful relationships allowing influence across internal and external customer groups.

Your work will allow employees to interact with internal processes in a consistent and intuitive fashion across functions. So, this gives you a genuine opportunity to craft the future direction of the Unilever\xe2\x80\x99s employee experience and influence the journey to unlock user value.

KEY REQUIREMENTS

Minimum 3 years of prior experience preferably with service operations in a globally distributed and matrix environment preferably involving strong improvements practices and governance

Successfully demonstrate experience and understanding of various support models working with service owners, service desk and driving \xe2\x80\x9cshift-left\xe2\x80\x9d towards self service

Excellent business awareness, understanding the broader context in which service delivery has an impact on overall business performance.

Data analytics skills and working knowledge of analytical products e.g. PowerBI

Excellent communication skills

Experience in coordination skills

Experience in knowledge tools, knowledge design process, support, coaching and training business & functional team in a global environment

Experience with ITIL Processes and ServiceNow functions, especially knowledge module

Preferably knowledge of Agile methodologies/practices e.g. Scrums and Sprints and able to demonstrate the active practice and implementation of these techniques

Ability to inspire confidence in delivery, a strong service focus, and the ability to make sound decisions

Ability to identify opportunities on process and tools configuration to improve experience

Accountable for knowledge audit and reporting

Good networking and influencing skills

Significant self-motivation and focus to achieve the objectives of the role

Ability to work well with peers and demonstrate lateral influence

Education: Full-time Masters/bachelor degree, Information Technology or HR Operations or another related field or Equivalent experience.

At HUL, we believe that every individual irrespective of their race, colour, religion, gender, sexual orientation, gender identity or expression, age, nationality, caste, disability or marital status can bring their purpose to life. So apply to us, to unleash your curiosity, challenge ideas and disrupt processes; use your energy to make the world a better place. As you work to make a real impact on the business and the world, we\xe2\x80\x99ll work to help you become a better you!

Unilever