Associate Director Of Hr Content & Channels

Job Description
About Organon Organon is a global healthcare company with a mission to improve the health and well-being of women worldwide.
Our Enterprise Services & Solutions (ESS) center in Lisbon provides Finance, Business Technology, and HR services to markets worldwide, supporting Organon's commitment to operational excellence.
Role Overview We are seeking an Associate Director of HR Content & Channels to lead our HR Services knowledge strategy and self-service experience.
This role will oversee Tier 0 HR support, ensuring that employees and managers can easily access accurate, up-to-date HR information through self-service tools.
Additionally, the role will serve as the ServiceNow functional owner for HR Services, optimizing the platform's capabilities to enhance user experience and service delivery.
Key Responsibilities HR Knowledge Management & Content StrategyOwn the content structure, governance, and strategy for HR services knowledge at Organon, ensuring consistency, accuracy, and usability.Develop and manage a Tier 0 support strategy, optimizing self-service knowledge for employees and managers.Establish best practices for content creation, organization, and maintenance, ensuring information is easy to find and understand.Collaborate with HR subject matter experts to keep knowledge articles up to date, compliant, and aligned with HR policies.ServiceNow Functional Ownership for HR ServicesAct as the primary functional owner of ServiceNow within HR Services, ensuring it meets business needs and enhances employee experience.Define and optimize HR case management and knowledge management within ServiceNow to streamline HR service delivery.Work closely with IT, HR operations, and global stakeholders to implement enhancements, troubleshoot issues, and drive continuous improvements.Leverage analytics to track and improve HR self-service adoption, response times, and user satisfaction.HR Service Delivery & Process OptimizationPartner with HR Service Centers and business leaders to align HR services content with global and local policies.Identify opportunities for automation, AI-driven solutions, and chatbot integration to improve HR self-service capabilities.Ensure HR support content and self-service tools are localized, culturally relevant, and accessible to employees across different regions.Qualifications & Experience Bachelor's or Master's degree in Human Resources, Business Administration, Information Systems, or a related field.8+ years of experience in HR knowledge management, HR technology, or HR service delivery, preferably in a global organization.Strong expertise in ServiceNow, HRSD and experience managing HR content within a knowledge management framework.Proven ability to design and implement Tier 0 HR support strategies, focusing on user experience and self-service adoption.Experience in process optimization, digital transformation, and automation within HR operations.Strong collaboration, stakeholder management, and change management skills to drive adoption and continuous improvement.Excellent analytical and problem-solving skills, with a data-driven approach to HR service enhancements.Fluent in English (additional languages are a plus).Employee Status: Regular
Number of Openings: 1
Requisition ID: R533040

#J-18808-Ljbffr