HR SSC Knowledge Base Administrator
Pearson
Total years of experience :11 years, 0 Months
KEY TASK UAT - User Acceptance Testing
1. Migrate knowledge articles into a system environment -
Test, Development, Pre-production & Production
2. Review submitted materials for corporate branding and legal compliance
3. Test knowledge articles for defect occurrence
4. Ensure knowledge article taxonomy specified in the submitted metadata
5. Identify & designate internal and external audiences maintained in the knowledge warehouses
BAU - Business as Usual
1. Responsible for the article workflow - to create, review, approval for publishing of a document
2. Improve tools by analyzing user feedback captured from the live (production) environment
3. Facilitate training if required by the business
4. Participate cleanup efforts of articles that has been idle or needs content improvement
5. Enable change by collaborating with subject matter expert, content owner, and authoring
communities
ADHOC: Recruitment
1. Participate on candidate pooling held at school or university job fairs'
2. Conduct initial screening through phone and face-face interview
3. Assist on facilitating test assessments
Employee Engagement
1. Recommend team activities per month for employees
2. Schedule a meeting on 3rd party providers
3. Assist group in organizing a company event by coordinating with suppliers
KEY TASK:
1. Accommodate employee request thru first-line delivery of information - call and email
2. Use the case management/ticketing tool to process employee transactions
3. Administrate current knowledge articles into the Employee Self-Service portal
4. Participate in vendor related session for process implementation
5. Provide feedback/coaching log on escalated case not resolved at Tier 1 level
KEY TASK
1. Facilitate the end-to-end benefits process for FTE
2. Collate report for new-hire, life-event, annual
enrollment & health utilization of covered services
3. Process government reporting transaction on statutory benefits
4. Provide resolution letters and certificate of coverage to FTE
5. Compute and submit retro-active premium payments within a payroll cycle
ADHOC Government Reporting
1. Enroll new-hire employees to 3 state benefit mandate - Social Security, Medicare & Housing
2. Submit file to the 3 government agencies mentioned above for employer-employee contribution
3. Update Payroll Team for necessary loan payments made by employee within the calendar year
KEY TASK:
1. Accommodate employee request thru 2nd line (Tier 2) delivery of information from Tier 1
2. Use the case management/ticketing tool to process employee transactions
3. Provide resolution letters and certificate of coverage to FTE
4. Compute and submit retro-active premium payments within a payroll cycle
5. Provide feedback/coaching log on escalated case not resolved at Tier 1 level
ADHOC: Employee Engagement
1. Recommend team activities per month for employees
2. Schedule a meeting on 3rd party providers
3. Assist group in organizing a company event by coordinating with suppliers
KEY TASK:
1. Handle calls from agent(s) regarding, refund, disputes and fraud escalation
2. Participate in call calibration for quality audit (training bay)
3. Administrate on account opening, changes and service enrollments
4. Process orders and payment dispute online
5. Endorse local and international wire transfer services