ServiceNow HR Global Portal & Knowledge Manager

Job Title: ServiceNow HR Global Portal & Knowledge Manager

About us: With over 200 brands sold in nearly 180 countries, we're the world's leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you'll test new insights, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating.

About the Function:
Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are important to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.
Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you'll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.

About the team:
The wider Employee Experience Team is part of Diageo Business Services, providing HR and Learning Admin/Operations support to 23,000 employees in 70+ countries worldwide and 8,000 colleagues in Joint Ventures and Diageo distributors. The team is a key enabler of process excellence and a strategic partner improving employee experience.
The MyHUB HR Product team within the Process Excellence area drives a collaborative global HR technology and process change culture. We are strategic partners who advocate and enable MyHUB (powered by the ServiceNow platform) HR technology changes as well as fostering a Process Excellence Key User community throughout GHRO.

About the role:
The My HUB HR Portal & Knowledge Assistant Manager has 4 main spans of control:

• Drive the self-service agenda for HR Knowledge by co-ordinating with Regional Knowledge Leads and driving them to ensure our HR Knowledge Articles follow standard process guidelines through active governance management,
• Co-ordinate the delivery of HR Campaigns via MyHUB (ServiceNow) - working with HR Operations teams, Global Process Owners, and in-market HR partners to plan future campaigns using MyHUB,
• Own and improve elements of the front-end Portal that impact the experience our employees have when accessing HR Knowledge or Services,
• Identify improvement opportunities and demonstrate the value of HR Knowledge accuracy or Portal usage to our HR partners with the aim to mature inclusion of MyHUB in strategic HR planning.

• Develop, maintain, and continuously improve the HR knowledge base.
• Implement standard processes for knowledge management to enhance user experience.
• Define and implement governance policies to ensure consistent quality across all HR Knowledge Articles and Campaign engagement.
• Establish guidelines for content and Campaign creation, review, approval, and archiving processes.
• Oversee the design, development, and maintenance of the HR Portal (MyHUB on ServiceNow).
• Ensure the Portal is user-friendly, intuitive, and meets the needs of employees.
• Proactively supervise portal performance and usage to identify employee engagement opportunities, the usage in-market HR and HR Operations partners demonstrate and improve usage gaps.
• Partner with the Platform Owner and leverage AI Search functionality to identify search result improvement opportunities for our employees.
• Coordinate the implementation of enhancements based on user feedback and improvement opportunities identified by other partners.
• Collaborate with IT partners to maintain the integrity of our unified employee Portal (MyHUB on ServiceNow).
• Lead projects or initiatives related to updates to the HR Knowledge solution or MyHUB (powered by ServiceNow) Portal - leading timelines, resources & customer communications efficiently.

• Must have English-language fluency, able to articulate with excellent verbal and written communication skills.
• Must have tried experience in partner management and ability to self-manage reliably.
• Must have experience handling a knowledge solution such as ServiceNow Knowledge Bases and implementing governance structures.
• Must have experience in a Business Analyst capacity gathering requirements from non-technical business partners and translating to technical resources such as developers.
• Ideally 2+ years of experience working as part of a multinational HR Shared Services organisation with exposure to different global markets.
• Ideally 2+ years of experience working within a knowledge governance process or framework, being responsible for driving a community of SME's to write content.
• Ideally experience working with business partners to design and build microsites, dynamic topic pages and other rich content in ServiceNow or similar systems.
• Ideally certified ServiceNow HR Admin from Washington version or later and familiarity with the functionality of Knowledge Management, Employee Center Pro, Virtual Agent, Campaign Management, Microsites and Taxonomy Topic pages.