Global Knowledge Specialist

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The Global Knowledge Specialist sits on the Colleague Experience & PMO Team and is a strategic contributor responsible for designing, maintaining, and optimizing HR knowledge systems that empower employees with timely, accurate, and accessible information. This role focuses on organizing and curating HR content to ensure consistency, usability, and global alignment. By implementing governance processes and self-service strategies, this role helps reduce friction, improve efficiency, and enhance the overall HR experience.

What you’ll achieve in this role:

• Make knowledge accessible: You’ll ensure knowledge articles contain accurate, up-to-date HR information that is easily searchable, organized and accessible.

• Drive efficiency: Your work will reduce repetitive inquiries and empower colleagues to solve issues on their own through intuitive self-service tools.

• Shape global standards: You’ll ensure HR knowledge is consistent and reliable across regions, creating a seamless experience for our global workforce.

• Build for scale: You’ll develop sustainable processes for content updates and governance, setting the foundation for long-term success.

• Enhance employee experience: Your efforts will deliver clear, user-friendly content that reduces confusion, builds trust in our resources and informs our colleagues.

• Establish governance: You’ll help develop governance processes for maintaining the knowledge base, ensuring accuracy and accountability.

• Enable content owners: You’ll develop workflows and processes for enabling and supporting SMEs and knowledge owners to ensure content meets standards.

Responsibilities:

• Reinforce content standards and enable knowledge owners to follow governance and approval model; conduct annual content review in collaboration with knowledge owners

• Improve and maintain the HR Knowledge Base across regions, ensuring content is structured, searchable, and aligned with employee needs

• Develop and implement content governance processes, including version control, review cycles, and archival standards

• Oversee global HR knowledge base strategy to ensure consistency and relevance across functions and regions

• Partner with HR subject matter experts to capture institutional knowledge and translate it into user-friendly articles

• Monitor usage patterns and feedback to continuously improve knowledge tools and content relevance.

• Provide guidance to HR colleagues on knowledge-sharing best practices

Qualifications:

• Bachelor’s degree in Communications, Human Resources, Information Systems, or related field.

• 4+ years in knowledge management, content governance, or HR systems roles

• Experience with global knowledge platforms and self-service strategies

• Experience with ServiceNow preferred

• Oversee the end-to-end lifecycle of knowledge articles, including creation, validation, publishing, retirement, and archival in ServiceNow

• Knowledge and interest in Generative AI tools

• Experience with optimizing search capabilities in ServiceNow

• Ability to develop and communicate best practices for developing, managing and updating knowledge content

• Ability to operate independently and identify intent from broad leadership direction

• Experience in preparing knowledge content for AI tools and search functionality is a plus

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge. 

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.

Become a part of the Otis team and help us #Buildwhatsnext!

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