MassMutual
Knowledge Management Consultant, Human Resources
Boston, MA | $122K - $154K
Qualifications
- High School Diploma or GED equivalent
- 5 years of experience in a Knowledge Management role, including experience developing knowledge management strategies and roadmaps
- 5 years of experience creating impactful content for a large organization, including experience with mixed media approach to knowledge base (video, text, graphics, etc.)
- 5 years of experience using documentation tools/knowledge management platforms, like ServiceNow, to develop base templates and standardize output styles
- 3 years working in a client facing capacity, with the ability to communicate and work effectively with all organizational levels individually, and as part of a team
- Bachelor's degree in a directly related field
- Previous experience supporting human resources and/or employee services, with working knowledge of HR trends, practices/process
- Participation/membership/certification in relevant Knowledge Management communities such as APQC, Knowledge Management World or KCS (Knowledge Centered Service) methodology
Responsibilities
- As a Knowledge Management Consultant, you will be responsible for the design, implementation, and continuous improvement of the knowledge base framework to support all aspects of the Human Resources ServiceNow platform
- You will drive continuous improvement of the Knowledge Management operations in daily collaboration with key stakeholders and subject matter experts
- In this cross functional role, you will partner with key leaders and subject matter experts across the Communications and Employee Experience organization, as well as the technology team to build and scale a knowledge management program utilizing ServiceNow as one of the platforms to deliver knowledge
- You will create a framework for content development, construction, and writing, in addition to managing a governance model of said content
- With this work you will also foster alignment across the organization; preventing silos and inconsistent experiences, helping to build new standards for content management
- In addition to creating impactful content, you will play a key role in the continued development and implementation of knowledge management strategies, processes, tooling, and KPIs
- Collaboration and influence will be a vital aspect for success
- Serve as resource expert in usability, design of knowledge content regardless of media; partner with communications teams to help write, edit, deliver relevant content to HR staff and employees throughout the year
- Create approach to/and govern updates to global HR practices, process taxonomy, and procedures on the HR portal (e.g
- ServiceNow, etc.)
- Monitor usage, relevance, & effectiveness of content; respond to feedback/promote continuous improvement
- Create, test and deliver HR portal content in ServiceNow related to processes, practices, or procedures in partnership with functional SMEs to drive employee and manager self-service and support query resolution
- Contributes to the creation of KPIs for Knowledge Management assets, and regularly communicates impact, outcomes, and improvement opportunities to the organization
- Lead and manage activities/initiatives related to content management (e.g., HR practice and procedure development, FAQs, etc.)
- to support HR projects, operations, activities, etc
- Evaluate, revise, and continuously improve the Knowledge Management framework, procedures, and tools as the organization matures in its use of ServiceNow and knowledge
- Manage content and ensure the latest documentation is available on the HR Portal – abide by brand guidelines, promote MM’s key messages through the portal, and ensure all content is compliant
Benefits
- Focused one-on-one meetings with your manager
- Access to mentorship opportunities
- 5,001-10,000 employees
- Insurance, Finance, Financial Services, Asset Management, Wealth Management, Banking, Investment Services, Life Insurance, Investment Management, Investment Banking
- Privately Held
- Founded: 1851
- Springfield, Massachusetts
- Company Specialties:
Insurance, Retirement, 401K, Life Insurance, and Financial Planning
Company information
Living mutual has always been at the core of our human existence, and it's the principle that's guided us since our founding in 1851. It's not a concept we invented, but one we champion for the simple reason that people take it for granted today. While the world would have us strive for independence, the truth is when we depend on one another, we aren't just more secure - life is happier and more fulfilling. So as we celebrate our new identity, we're reminding everyone that who we are stays the same. Learn more at: www.MassMutual.com Disclosures about MassMutual’s LinkedIn Company Page and other social media sites are located at: https://www.massmutual.com/social-media-guidelines. CRN201905-212768
