The Global Intranet & Communications Specialist is responsible for the day-to-day operation, content quality, and continuous improvement of the organization's global intranet (Microsoft SharePoint Online) and internal community platform (Viva Engage).
This role sits within the Global Internal Communications team and acts as the first line of support (Tier 1) for intranet and Viva Engage requests resolving common issues independently, maintaining content standards, and knowing when and how to escalate technical or system-level issues to IT.
Working with colleagues across Group Functions and regional teams, the role combines strong SharePoint capability, editorial judgment, and analytics literacy to ensure the platforms are accurate, usable, engaging, and aligned to employee experience goals.
Key Accountabilities & Responsibilities
Intranet & Platform Operations (Tier1 Support)
- Act as the primary point of contact for routine intranet and Viva Engage requests, questions, and issues.
- Independently handle Tier1 requests such as:
- Page edits and updates
- Navigation and structure changes (within governance)
- Permissions management at the site/page level
- Publishing support, formatting fixes, and template use
- Broken links, outdated content, and basic usability issues
- Triage incoming requests and clearly identify when issues require escalation to IT (e.g., system errors, integrations, permissions beyond role scope, or technical defects).
- Log, escalate, and track Tier2/3 issues with IT, providing clear context, screenshots, and reproduction steps as needed.
Content Management & Editorial Governance
- Publish, edit, and maintain intranet content in line with brand, accessibility, and governance standards.
- Manage homepage updates, featured content, banners, and scheduled communications.
- Apply content lifecycle practices, including regular reviews, archiving, and retirement of outdated pages.
- Enforce naming conventions, navigation standards, and information architecture principles to ensure consistency and findability.
Stakeholder & Contributor Enablement
- Support content owners and contributors across functions and regions with guidance on:
- Using SharePoint templates
- Writing and structuring content for intranet audiences
- Updating pages independently within agreed guardrails
- Provide practical, day-to-day support and light training to build confidence and reduce dependency on the Global Internal Communications team.
- Partner closely with Internal Communications, HR, IT, and other Group Functions to coordinate updates and campaigns.
Analytics, Reporting, & Insight
- Monitor SharePoint and Viva Engage analytics on a regular basis.
- Produce clear, practical reports on usage, engagement, and content performance.
- Go beyond basic metrics by identifying patterns, trends, and insights, such as:
- What content is being used vs. ignored
- Where users drop off or struggle to find information
- Which engagement tactics drive participation on Viva Engage
- Use analytics tools (e.g., native Microsoft analytics and/or third-party tools such as Tygraph or AvePoint) to inform recommendations for content, structure, and platform improvements.
Continuous Improvement & Employee Experience
- Conduct routine quality checks for accessibility, consistency, and usability.
- Collect user feedback and translate it into practical enhancements.
- Proactively identify opportunities to improve employee experience through better content design, navigation, and use of M365 features.
- Stay up to date on SharePoint and Viva Engage capabilities and advise Communications colleagues on new or improved ways of working
Influence And Decision-Making Authority
- Supports the intranet and Viva Engage users across all ERM regions and time zones.
- Works closely with Internal Communications, IT, HR, and regional teams.
- Acts as a trusted advisor to content owners while maintaining clear governance boundaries.
Job Requirements & Capabilities
Essential experience
- Hands-on experience managing Microsoft SharePoint Online intranet sites (preferably global)
- Demonstrated ability to independently resolve common intranet issues and requests (Tier 1 support)
- Experience knowing when and how to escalate technical issues appropriately to IT
- Working knowledge of Viva Engage and internal community management
- Experience using analytics to evaluate performance and guide improvements
- Strong writing, editing, and digital content management skills
Desirable Experience
- Experience with intranet analytics tools such as Tygraph or AvePoint
- Basic understanding of UX, accessibility standards, and information architecture
- Experience supporting or training distributed content contributors
- Familiarity with the Microsoft 365 ecosystem
Job Specific Capabilities
- Highly organised with strong attention to detail, and comfortable managing multiple requests
- Confident working at the intersection of communications and technology
- Clear communicator who can translate technical concepts into plain language
- User focused mindset with a strong interest in employee experience
- Comfortable working in a global, matrixed organization across time zones
