HR Shared Services Content Analyst - London

HR Shared Services Content Analyst - London

Working for global media client, this role will be part of the major transformation programme working to integrate finance, HR and supply chain data, processes, policy and systems to support the new vision. Within the HR Team, this role will support the development and deployment of the global HR Operating Model by developing the content and knowledge artefacts required by the new Shared Service Centres, which will enable efficient and effective operations. The role holder will be expected to collaborate with teams across the programme to implement the new HR Operating Model.

The role will report to the HR Operating Model Manager and will work in partnership with the HR Enabling Programme team, the HR function and the wider Enabling Programme teams on this major operational transformation.

Key Deliverables

Develop internally facing HR Shared Service Centre content including scripts, FAQs, local work instructions, query escalation routes, etc. to support all operations processes
Partner with the Knowledge Management work stream to lead the design and implementation of a SSC facing Knowledge Base and its supporting processes/governance
Ensure all SSC knowledge artefacts are fit for purpose, to enable the new service centres to support queries, and minimise time needed to find information or need to escalate
Support the design of how the Knowledge Base is managed, to ensure Tier 1 staff are informed of all new information related to HR products, procedures, customer needs and company related issues
Support the transition of identified HR services from local generalists to HR Operations
Contribute to the on-boarding and training of the HR Operations employees
Manage individual work stream and deliverable demands to meet the overall timeline of the Enabling Programme
Responsible for identifying, resolving and escalating issues related to HR SSC content, knowledge management and transition activities as needed
Partner with deployment manager to ensure HR SSCs are fully ready for go-live in terms of Tier 1 upport
Identify content and knowledge management issues post go-live and improve documentation to resolve

Key Challenges:

Working in a matrixed and virtual environment
Working with a number of stakeholders - internally, within Pearson and internationally
Working on multiple projects/tasks at one time
Working as part of a global team and thinking globally
Working with a global customer base and different cultures
Some out of hours working to support the global organisation
Building internal confidence in a situation of consistent change
Developing creative future proofed solutions to meet market need
Ensuring local markets deliver solutions effectively
Changing the focus of organisational energy from broad to core activities
Stakeholders based in varied locations including Asia, US and Europe

Skills/Experience

Essential Skills/Experience

Understanding of the operations of an international shared service center
Experience supporting a large scale complex change or HR transformation project
Knowledge of HR operating models and tiered HR support systems
Experience reviewing and preparing HR work instructions, process guides, and other forms/templates/procedures
Proven ability to independently define and manage a project workstream within tight external timelines
Excellent attention to detail
Excellent project management, planning and organisational skills
A track record of building, maintaining and managing strong relationships within an international business and across many different stakeholder groups
Demonstrates the ability to effectively assess and resolve complex issues and problems