Knowledge Base Administration
- Design and implement a comprehensive Knowledge Base framework to support HR, Payroll, IT, and Operations processes across Transcom globally (Asia Pacific, Europe, Middle East and Americas).
- Create and maintain employee and people manager-related content (e.g., FAQs, guides, SOPs) for the Portal, Knowledge Base, and Correspondence Management system, ensuring alignment with company policies.
- Work with People Services, local HR and Legal teams to proactively manage the quality, accuracy, and accessibility of content in the Portal and Knowledge Base.
- Review and upload new content, changes, or amendments to the Portal, Knowledge Base, and Correspondence Management system, ensuring consistency and compliance.
Correspondence Management
- Collaborate with HR and Legal teams to review and recommend updates to correspondence templates for relevance, accuracy, and compliance with US and global labor laws (e.g., FLSA, GDPR).
- Communicate changes and updates to Portal, Knowledge Base, and Correspondence Management system users and content owners, ensuring transparency and adoption.
Tier 0 Optimization
- Drive adoption of Tier 0 self-service channels (e.g., ServiceNow, SAP SuccessFactors) by enhancing content accessibility and user experience for employees and people managers.
- Manage feedback from users to administer and improve people manager and employee-related content across systems.
- Analyze usage metrics to identify gaps and increase self-service resolution rates, reducing escalations to Tier 1 support.
- Support development of training materials and campaigns to promote engagement with self-service tools.
AI Chatbot Support
- Partner with IT and AI vendors to integrate and enhance AI chatbot functionality within the Knowledge Base, ensuring accurate responses to common queries (e.g., payroll, benefits, PTO).
- Maintain chatbot knowledge scripts, leveraging natural language processing (NLP) to improve response accuracy and user satisfaction.
- Monitor chatbot performance and user feedback to refine interactions and expand capabilities.
Process Improvement and Compliance
- Identify and implement process enhancements to streamline shared services operations, focusing on scalability and efficiency.
- Conduct regular audits of Knowledge Base and Correspondence Management content to ensure accuracy, relevance, and compliance with global standards.
- Develop metrics and KPIs to measure Knowledge Base effectiveness, Tier 0 adoption, and chatbot performance.
Stakeholder Collaboration
- Work with HR, Payroll, and Operations teams to address pain points (e.g., PTO errors, pay rate discrepancies) and incorporate solutions into the Knowledge Base and correspondence templates
- Engage with employees, people managers, and clients to gather feedback and improve self-service tools, enhancing employee experience.
- Train GPS and Ops teams on Knowledge Base usage and best practices for content contribution
What we are looking for:
To be successful in this role you must…
Job Specifications (Qualifications, Skills and Experience)
Education: Bachelor’s degree in Human Resources, Information Technology, Business Administration, or a related field. Master’s degree or certifications (e.g., SHRM-CP, ITIL, Knowledge-Centered Service (KCS)) preferred.
Experience:
- Minimum of 5 years in knowledge management, shared services, or HR operations in a multinational organization, preferably in a BPO environment
- Proven experience in designing and managing Knowledge Base systems (e.g., ServiceNow, Confluence, SharePoint) and Correspondence Management systems.
- Hands-on experience with AI chatbot platforms (e.g., ServiceNow Virtual Agent, Microsoft Bot Framework) and NLP technologies.
Skills:
- Expertise in knowledge management frameworks, Tier 0 self-service strategies, and correspondence template management.
- Strong project management skills to lead cross-functional initiatives.
- Proficiency in HRIS and payroll systems (e.g., SAP SuccessFactors, ADP, Kronos).
- Excellent analytical skills to interpret usage data and drive process improvements.
- Exceptional communication and training skills to engage diverse stakeholders, including employees and people managers.
Compliance Knowledge: In-depth understanding of US labor laws (e.g., FLSA), GDPR, and other global compliance standards relevant to HR and payroll data.
Attributes: Proactive, detail-oriented, and innovative, with a passion for enhancing employee experience and operational excellence.
What Life at Transcom is like!
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.