Global Knowledge and Enablement Lead

As a member of Apple's People group, you'll help support our most important resource: our people. All the while, your efforts will maintain Apple as the most innovative company by striving to make us the most diverse - open to all people, all backgrounds, and all perspectives.

Description

The Knowledge and enablement lead is responsible for crafting innovative and compelling content solutions and completing strategy that supports People Support & Operations specialists. You will synthesize requests and inputs from a variety of sources into a cohesive change management plan, and creative thinking to prioritize and develop the best approach for readiness.","responsibilities":"Managing a centralized KB framework, governance & templates

Centralized initial creation of team member facing content (e.g. quick messages, response templates, emails). Partners closely with content team

Ensure adherence to Apple style guides

Conduct periodic reviews of knowledge base and ensure information is relevant

Manage change log and facilitate change impact analysis

Build operational change management plans

Lead internal team communications (for example, teamsite updates, newsletter, calendar of events)

Preferred Qualifications

Extraordinary ability to build relationships and influence in a matrix organization

Track record of successfully leading complex changes

Excellent communicator

Excellent problem solving skills

High attention to details

Ability to work with ambiguity

A desire to operate "hands on" in the role

Self-motivated, driven individual who is comfortable working in a fast-paced & multidimensional environment

Minimum Qualifications

5+ years experience in HR Operations

Knowledge of contact center technologies and usage: case management, phone, knowledge base and web-based catalogs

Experience building a knowledge management framework for HR Operations/call center environment

Experience reporting for Projects and using Project Management Portfolio systems

Experience creating and implementing change plans for multiple stakeholders

Bachelor's degree or equivalent education

Experience with Drupal

ServiceNow Knowledge base experience preferred

Prior experience in content management is a plus

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant .