Job Description

We are seeking a strategic, hands-on Associate Director to lead a team supporting content management strategy and end-to-end realization through the ServiceNow platform for our global pharmaceutical organization. This individual will report to the Director, Content Management Strategy & Realization & will ensure successful on-going execution of a scalable, compliant content lifecycle framework that supports Human Resources knowledge assets across 75,000 employees and multiple geographies. The successful candidate will directly manage & provide strong leadership to a team of Specialists & Senior Specialists that will deliver on this scope around the globe supporting both global and local content with a focus on AI enablement & a strong governance model.  This individual will be required to effectively partner with HR Solutions, Enterprise Services, IT, Compliance, Legal, and other internal partners as well as external vendors to design and deliver ServiceNow-based capabilities that improve content discoverability, collaboration, governance, and lifecycle control while meeting regulatory and privacy requirements.

 

Key Responsibilities (include but not limited to):

 

• Strategy & Vision
  • Deliver on the global content management strategy and roadmap aligned to enterprise priorities, regulatory obligations, and digital transformation initiatives.
  • Translate business needs into measurable objectives, KPIs and a phased delivery plan for ServiceNow-based content solutions & then implement/provide on-going oversight within the organization (e.g., knowledge management, document management, content workflows, taxonomy, search).
  • Sponsoring usage of AI-enabled solutions to optimize HR Knowledge Content to consistently surface accurate & complete information and answers to employee inquiries & searches.
  • Support of the evolution of the employee experience when enabling with HR Content & platforms.
• Content Lifecycle & Governance
  • Implement & sustain execution of enterprise content lifecycle processes: creation, review, approval, publication, archival and disposition across content types.
  • Oversee the management of global content governance, including policies, roles & responsibilities, retention schedules and audit controls to ensure compliance with regulatory, privacy and records management requirements.
  • Support IT and influence taxonomy, metadata and information architecture strategy to improve search, classification and content reuse.
• Cross-Functional Partnership
  • Collaborate with functional area partners to prioritize use cases and ensure content solutions meet business and regulatory requirements.
  • Partner with Enterprise Services, global Knowledge Network, Core & HR IT, HR Solutions, Platform Engineering, Information Security and Enterprise Architecture teams to ensure secure, scalable ServiceNow implementation and operations in alignment with HR Solutions team.
• Delivery & Operations
  • Monitor KPIs (adoption, search success, content currency, compliance) and run continual improvement cycles centered on employee experience & enabling robust data analytics and analysis for available data/reporting related to this scope as well as driving enhanced data availability & analytics as needed.
  • Oversee continuous improvements & change management related to content functionality on the platform including leveraging a global KBA Scorecard.
• Change Management & Adoption
  • Assist with the development and execution of change management, training and communication plans to drive adoption across global user communities.
  • Consistently promote best practices for content creation, reuse and stewardship; mentor and enable content owners including leveraging AI to optimize the quality of knowledge management via scoring, updating, converting (from PDFs) and translating content when applicable.
• Risk & Compliance
  • Ensure content practices and solution implementations meet applicable regulatory standards, privacy laws and internal policies.
  • Support internal and external audits related to content management and system controls.

Service Deployment:

·         Working closely with the Global Program Delivery team to resource regional HR Portfolio programs.

·         Working closely with HR Leaders in-region to continue to drive our HR operating model and identifying opportunities to consolidate operational work into service delivery and supporting realization of our externalization strategy

·         Review of all project tasks and performance on a regular basis, benchmarking against key milestone deliverables.

·         Oversight of the project plan and inventory of resource requirements needed.

·         Liaison with third party teams/suppliers regarding integration of their projects.

·         Assisting with the assessment of problems and risks for successful project completion.

·         Approving any scope changes, critical path issues and resolves any project conflicts.

·         Managing and balancing requests for additional funding/contract management.

Service Automation:

·         Drive the realization and adoption of Service Automation across the Region.

·          

Leadership / Change Impact Assessment:

·         Leadership of the service design, service deployment and service automation agenda for the region.

·         Assessment and analysis of major change impacts for Enterprise and Regional Portfolio items, and development of readiness plans for service delivery

·         Support of organizational design and definition of new roles and responsibilities.

·         Identification, analysis and development of risk mitigation tactics.

·         Identification and management of anticipated resistance.

What we offer:

• Exciting work in a great team, global projects, international environment
• Opportunity to learn and grow professionally within the company globally
• Hybrid working model, flexible role pattern
• Pension and health insurance contributions
• Internal reward system plus referral program
• 5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution
• Cafeteria for tax free benefits according to your choice (meal vouchers, sport, culture, health, travel, etc.), Multisport Card
• Vodafone, Raiffeisen Bank, Foodora, and other discount programs
• Up-to-date laptop and iPhone
• Parking in the garage for drivers or showers for bikers
• Competitive salary, incentive pay, and many more

Required Skills:

Analytical Thinking, Channel Optimization, Compensation Programs, Content Governance, Employee Experience, HR Organizational Design, HR Process Design, Human Resource Information Systems (HRIS), Human Resources (HR) Technology, Operational HR, Process Improvements, Records Management, ServiceNow Implementation

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

08/31/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.