Mgr, Knowledge Management – Qualcomm Incorporated – San Diego

Job Overview:

Qualcomm is seeking a Knowledge Manager for a new Human Resources Shared Services Center, referred to as the HR Hub. This position will lead knowledge management for the HR Hubs Tier 0 (Self-Service) service delivery platform. The HR Hub will leverage the ServiceNow HR Delivery platform for the HR web portal, case management, and the knowledge data base. This position will be located in San Diego, and we are seeking experienced candidates who have held prior roles supporting knowledge management. * The Knowledge Manager is critical to delivering and maintaining an HR web portal and knowledge base that provides a comprehensive and user-friendly employee experience. The role involves frequent interaction with the HR Hub Customer Service departments, HR Business Partners, Centers of Excellence, Global HR Solutions, IT, Communications, Legal, and third-party service providers. * The Knowledge Manager is accountable for maintaining the governance model to ensure standard, efficient, and robust content to maintain the HR web portal and searchable knowledge base. * Develops and implements knowledge management strategy for the HR Hub. * Leverages effective knowledge management strategies to drive self-service. * Leads the review, validation, and editing of existing content on an established schedule and adds content for new HR policies, programs, and tools. * Responsible for coordinating with content owners to periodically validate content. * Monitors HR web portal utilization, patterns, and trends to identify areas for improvement, particularly areas where customers begin their interaction through self-service and then drop off the HR web portal and proceed to contact the HR Hub staff via telephony and chat. * Analyzes how customers navigate the HR web portal and knowledge base to identify ways to streamline processes and obtain information through fewer clicks and increased speed. * Creates strong customer partnerships within the Human Resources functions to optimize the HR Hubs service delivery infrastructure and services delivered to customers. * Works closely with internal and external technology providers on technical issues related to knowledge management, content, and planned enhancements. * Ensures effective knowledge management governance for validating and updating content. * Periodically and proactively coordinates efforts with internal and external partners to determine if more extensive updates are required to the look and feel of the HR web portal. * Leads HR Hub web portal and knowledge base process improvement initiatives and projects.

All Qualcomm employees are expected to actively support diversity on their teams, and in the Company.

Minimum Qualifications:

  • Bachelors Degree
  • 5+ years of content/knowledge management experience

Preferred Qualifications:

Preferred experience in a customer services environment that primarily delivered service to customers through Tier 0 web portals and self-service tools. Demonstrated Tier 0 competencies: * Administrator for self-service web portals in a user role (non-IT position) * Performing content management * Maintaining knowledge bases * Ability to work globally and across geographic regions Specific skills: * Knowledge management (Knowledge Centered Support, Knowledge Life Cycle, Knowledge Governance, etc.) * Project management * Data Analytics * Process improvement methodologies * Customer orientation and user experience * Preferably HR Shared Services and/or HR/Benefits Outsourcing delivery

Education Requirements:

Bachelors Degree (prefer majors in fields like Library and Information Science)


Knowledge management, Information management, Knowledge Centered Service or KCS, Knowledge base, Content management, Content inventory, File structures, Metadata, Taxonomy, Document management, Databases, Library and Information Science, Knowledge Governance


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