Senior Manager, HR Knowledge Management

Equinix is the world's digital infrastructure company, operating 250 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000 companies, including 2,000 networks and 3,000 cloud and IT service providers in 32 countries spanning six continents.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Job Summary

Come help us transform the world of People Experiences at Equinix. Equinix's newly formed Employee Experience and Product Design team inside our HR Organization is seeking a Senior Manager HR Knowledge Management to lead a knowledge transformation for HR and the Equinix employee experience. Help us bring together knowledge practices, harness a community of contribution, and define the information architecture to enable service success for employees and the HR Department. This role's purpose is to harness the power of knowledge through knowledge capture, dynamic management, and discovery by users in their moments that matter in order to create delightful and frictionless experiences that enable employees to do the best work of their lives. You will be at the center of the magic and champion this knowledge universe as a key enabler of employee experience and HR effectiveness - facilitating a practice, information architecture, and the enabling technology that prove the value of knowledge by measuring its effectiveness and continuously improving in service to employee and business outcomes.

Responsibilities

• Define the HR knowledge management strategy for our knowledge practices and enabling information architecture and technology

• Maintain high-quality, up-to-date, and searchable content for audiences of varying skill levels

• Develop and implement a knowledge management philosophy

• Encourage a culture of knowledge-sharing and collaborative workflow among departments and project teams

• Ensure that stakeholders know the knowledge management processes and that the right knowledge goes to the right people

• Leverage analytics to evaluate business impact, track the usage, define the efficiency of the knowledge base content, and report findings/recommendations to stakeholders

• Lead, coach, and develop a team of distributed authors to follow established guidelines and implement the right way to spread information

• Establish writing guidelines based on knowledge management best practices and develop the community to ensure they are achieving or surpassing them

• Work effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers, and subject matter experts to develop and support new and existing processes, including content authoring certification processes and standards.

• Partner with platform team for tool support (including reporting and analytics)

• Coordinating with senior leaders within the to remove barriers to adoption

• Engage cross-functional contributors (e.g., Content Development Services, Development, QA, Educational Services, select partners and customers)

• Partnering with the development team to provide customer feedback and data that informs continuous improvement

• Maintaining overall knowledge quality (findability, usability, timeliness)

• Evangelize on behalf of our customers for an experience that exceeds their expectations

• Achieve or exceed Key Performance Indicator targets

Qualifications

• Bachelor's Degree in Information Science, related domain, or equivalent experience

• Fluent English, written and spoken

• Previous KCS leadership experience (preferred KCS v6 Practices Certification)

• 5 years of Knowledge Management experiencein a global enterprise preferably in HR, large customer support, or consulting environment

• Customer focused with the highest standards for delivering value & exceeding customer expectations

• Ability to handle multiple projects and priorities

• Demonstrated ability to analyze variables, solicit pertinent information that is missing, and move to design & execute a resultant action plan

• An expert in influence and negotiation, both with customers and internally

• A track record of autonomy, leadership and self-direction; identify a problem, propose a solution, and make it happen

• Well versed in the business of service delivery

• Strong business writing and oral communication/presentation skills

• Possess excellent interpersonal skills and solid analytical and problem-solving skills

• Strong relationship-building skills in order to acquire the trust of business partners and leaders

• Proven ability to use/learn all related knowledge and experience technologies, including ServiceNow, Sharepoint/Viva, Workday, WalkMe, MS Office, Confluence, among others.

Any particular aptitude / Skill required

• A true passion for customer service

• Ability to influence and manage people

• Analytical

• Creative

Additional Assets

• Ability to speak another European or Asian language fluently

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing.