Associate Director - Content & Channels

Job Description

Associate Director of HR Content & Channels

Location: Lisbon, Portugal

Company: Organon: ESS HR Services

About Organon

Organon is a global healthcare company with a mission to improve the health and well-being of women worldwide. Our Enterprise Services & Solutions (ESS) center in Lisbon provides Finance, Business Technology, and HR services to markets worldwide, supporting Organon’s commitment to operational excellence.

Role Overview

We are seeking an Associate Director of HR Content & Channels to lead our HR knowledge strategy and self-service experience. This role will oversee Tier 0 HR support, ensuring that employees and managers can easily access accurate, up-to-date HR information through self-service tools. Additionally, the role will serve as the ServiceNow functional owner for HR, optimizing the platform’s capabilities to enhance user experience and service delivery.

Key Responsibilities

HR Knowledge Management & Content Strategy

• Own the content structure, governance, and strategy for HR knowledge at Organon, ensuring consistency, accuracy, and usability.

• Develop and manage a Tier 0 support strategy, optimizing self-service HR knowledge for employees and managers and leveraging AI (Agentic Chatbot).

• Establish best practices for HR content creation, organization, and maintenance, ensuring information is easy to find and understand.

• Collaborate with HR subject matter experts to keep knowledge articles up to date, compliant, and aligned with HR policies.

ServiceNow Functional Ownership for HR

• Act as the primary functional owner of ServiceNow within HR, ensuring it meets business needs and enhances employee experience.

• Define and optimize HR case management and knowledge management within ServiceNow to streamline HR service delivery.

• Work closely with IT, HR operations, and global stakeholders to implement enhancements, troubleshoot issues, and drive continuous improvements.

• Leverage analytics to track and improve HR self-service adoption, response times, and user satisfaction.

HR Service Delivery & Process Optimization

• Partner with HR Service Centers and business leaders to align HR content with global and local policies.

• Identify opportunities for automation, AI-driven solutions, and chatbot integration to improve HR self-service capabilities.

• Ensure HR support content and self-service tools are localized, culturally relevant, and accessible to employees across different regions.

Qualifications & Experience

• Bachelor’s or Master’s degree in Human Resources, Business Administration, Information Systems, or a related field.

• 8+ years of experience in HR knowledge management, HR technology, or HR service delivery, preferably in a global organization.

• Strong expertise in ServiceNow, HRSD and experience managing HR content within a knowledge management framework.

• Proven ability to design and implement Tier 0 HR support strategies, focusing on user experience and self-service adoption.

• Experience in process optimization, digital transformation, and automation within HR operations.

• Strong collaboration, stakeholder management, and change management skills to drive adoption and continuous improvement.

• Excellent analytical and problem-solving skills, with a data-driven approach to HR service enhancements.

• Fluent in English (additional languages are a plus).

Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women’s Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions.  Our Vision is clear: A better and healthier every day for every woman.

As an equal opportunity employer, we welcome applications from candidates with a diverse background. We are committed to creating an inclusive environment for all our applicants.