Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

Responsibilities & Duties

 

Content Management

Coordinate with global stakeholders on article creation & updates

Ensure all contents undergo required Document Management Process before they go live in the system

Responsible for the governance & maintenance of knowledge assets, ensuring clear, consistent, & unambiguous KM repository

Index, revise, update a variety of comprehensive contents

Responsible for the provision of expertise & guidance on knowledge creation, e.g. ‘look & feel’ / tone of voice, to content owners & review outputs to ensure quality (make grammatical & format corrections)

Format HTML codes into knowledge articles

Coordinate translation requests

 

System Management

Conduct Knowledge Base system maintenance checks

Do testing before & after every system release

Create & maintain records of system performance, system usage, & Articles inventory

Prepare visual data analysis of reports

Report issues/defects observed or raised by End Users for Development fixes

Gather requirement for system enhancements

Manage UAT with stakeholder users

Create system know-how documentation

Lead major project releases & rollout sessions

Create Release Management End User Communications

 

Client Management:

Liaise with relevant Stakeholders, Content Owners, Leaders & SMEs to close gaps for article updates

Participate in planning & managing KM projects in alignment with agreed scope & delivery time

Train Knowledge Editors & Content Owners on creation & update of articles in ServiceNow

 

Content Planning & Analysis:

Impact assess “as is” & “to be” process for adherence & knowledge retention

Perform analysis of content requirements

Generate reports & interpret data from MS Excel

Provide input & insight on employee feedback & data analysis to support identification & execution on content related project opportunities

Take part in &/or lead projects related to research, creation, & maintenance of KM materials

 

Attributes: 

Ability to be thorough & meticulous in completing assigned tasks & with the ability to propose ways to prevent or eliminate errors, discrepancies & issues. (Attention to Detail)

Ability to gather, integrate, validate, & analyze relevant data to develop resolutions, findings, & recommendations. (Analytical Thinking)

Ability to effectively communicate within a varied audience & internal & external customer using different platforms. (Communication)

Ability to actively identify new areas for learning & opportunities to improve processes, tools, & mindset (Continuous improvement)

Ability to maintain good customer relationship & initiate ways to improve customer experience (Customer Service) 

Ability to identify & resolve moderate & complex issues by applying best practices & technical expertise & may recommend solutions for unique scenarios. (Problem Solving)

 

Working Environment & Physical Demands:

Ability to identify & resolve moderate & complex issues by applying best practices & technical expertise & may recommend solutions for unique scenarios. (Problem Solving)

Qualifications

Qualifications & Requirements

 

Minimum Requirements:

Bachelor’s degree &/or at least 4 years of relevant work experience

Intermediate proficiency in MS Office tools (Word/PowerPoint/Outlook)

Advanced proficiency in MS Excel

Excellent research skills

Experience using ServiceNow for KM (Knowledge Base, ticketing, HTML, chatbot)

Experience on processes & procedures relevant in KM, Technical writing or copy-editing, Reporting & data analytics

Experience across core HR functions (e.g. Compensation, Benefits, Performance Management)

 

 

Additional Information

Preferred qualifications:

Experience in web development & similar projects

Experience in providing, writing, or developing web contents using an array of web development platforms, mapping tools (MS Visio, Lucid Chart, or an equivalent), & methodologies

Knowledge of HR metrics & their applicability

Experience in the use of other HR Systems e.g. Workday & other KM platforms

Understanding of Process Mapping Tools & Methodology

Experience working in outsourcing, shared services, or similar model within similar function.

About AECOM 

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, and service recognition awards.

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at aecom.com. 

What makes AECOM a great place to work 

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity. 

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.