Employee Care Knowledge and Content Specialist

19 hours ago

Canada McKesson Canada Full time

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 12 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

**Job Summary**

If you have excellent writing skills, an aptitude for creating content that helps people get things done and solve problems, an understanding of technology, a curiosity that leads you to want to improve processes and resources, and a collaborative spirit - we need you

When an employee at McKesson needs assistance, they often turn to the McKesson Employee Care team. The goal of the Employee Care team is to provide a delightful employee experience as employees seek assistance on HR matters. In order to provide a delightful experience, we must:

- Equip our technology (e.g., chatbot) to respond accurately to employee and people leader questions across the US and Canada Collaborate across HR (US and Canada) to ensure all HR knowledge, self-service tools and resources are relevant, accessible and user-friendly
- Manage a standard for HR Knowledge tone of voice, structure and quality and provide clarity regarding HR Knowledge maintenance process, including intake and publishing Implement HR Knowledge best practices with focus on employee experience Equip our Employee Care representatives with organized and high-quality resources to quickly and accurately resolve issues that are not able to be resolved by self-service resources

The role of the Employee Care Knowledge and Content Specialist is to create, govern, and continuously improve the job aids, Knowledge Based Articles (KBAs), and resources that enable the Employee Care team to fulfill their goal. This includes designing and building content for Employee Care self-service tools across multiple modalities (AI chat, voice, web), owning knowledge management governance and driving innovation in our HR support resources for a consistent employee experience.

**Key Responsibilities**
**(List the top five to seven essential responsibilities in priority order.)**

**1.Knowledge and Content Governance - **Execute strategy to improve the employee experience through keeping knowledge and content organized, updated, and accessible. Manage governance committees and processes to ensure HR knowledge is aligned to our standards and practices. Manage templates and tools, guidelines for tone and voice, establish standards and language, and use best practices for the given channel/medium.

**3.Collaboration - **Partner with Process Owners and Center of Excellences on customer communication and Knowledge Based Articles (KBAs) development. Work collaboratively by sharing designs early and often, seeking constructive feedback and integrating feedback to improve solutions. Partner with HR Operations Team and McKesson Technology on execution of digital roadmap and effectiveness of self-service resources and technologies.

**4.Continuous Improvement - **Review Employee and People Leader communications to validate accuracy and clarity. Proactively identify, define, recommend, and solve problems that impact the management and direction of Employee Care Team tools and communications. Employ content strategy methods and tools like content audits, quantitative analysis, user research, etc. to continuously improve and enhance our Employee Care resources.

**Minimum Job Qualifications (Knowledge, Skills, & Abilities)**:
Education/Training
- Bachelor’s degree
- Minimum 4 years’ relevant experience in communication, human-computer interaction design, or content design and governance
- Deep knowledge of design principles and methods

Business Experience
- Verbal and written content for multiple modalities (AI chat, voice, web) that demonstrates creativity, business impact and results
- Experience as a content designer, communication specialist, machine learning enablement, UX writer, or similar role with a UX or product design team.
- Content strategy methods and tools like content audits, quantitative analysis, user research, etc.

Specialized Knowledge/Skills
- Technology and Digital Enablement
- Machine Learning
- Exceptional written and oral communication skills
- Analytical
- Attention to detail
- Curiosity
- Project management
- Relationship management
- Process orientation

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