Description
The Senior Associate – HR Knowledge Management is responsible for managing and enhancing the HR knowledge ecosystem to support efficient, accurate, and user-friendly access to HR information. This role combines strategic content management, platform stewardship, and cross-functional collaboration to ensure HR knowledge is current, compliant, and aligned with business objectives. The ideal candidate has a keen eye for detail, a passion for digital knowledge tools, and a proactive mindset in supporting a culture of self-service and continuous improvement.
**Key responsibilities**
**Knowledge Content Strategy & Governance**
+ Develop and maintain high-quality HR knowledge content across our internal knowledge platform, ServiceNow.
+ Implement and manage content governance processes, including content lifecycle management, version control, and periodic audits.
+ Ensure alignment of knowledge content with internal policies, and ensure consistent tone, format, and branding across all HR knowledge materials.
**Platform Ownership & Optimization**
+ Serve as a subject matter expert and administrator for HR knowledge management tools (e.g., ServiceNow Knowledge Base, SharePoint, Confluence).
+ Optimize platform structure and taxonomy to improve discoverability, search performance, and user experience.
+ Coordinate with DTI and HRI Tech teams to ensure system integrity and feature enhancements.
**Cross-Functional Collaboration**
+ Partner with HR Centers of Excellence (COEs), HR Business Partners, and and other stakeholders/content owners to gather and validate content updates.
+ Collaborate with the HR digital and operations teams to ensure seamless integration of knowledge assets into HR portals and service channels.
**Data-Driven Improvements**
+ Monitor usage analytics and employee feedback to identify knowledge gaps, pain points, and opportunities for improvement.
+ Participate in knowledge audits and content lifecycle management initiatives
+ Prepare and present regular performance and compliance reports to stakeholders.
**Enablement & Support**
+ Train and support content contributors and stakeholders on knowledge creation best practices and tool usage.
+ Promote a culture of knowledge sharing and employee and manager self-service through enablement and communication campaigns.
**Project Leadership**
+ Lead or support large-scale knowledge-related projects (e.g., HR portal redesigns, chatbot integration).
+ Drive continuous improvement initiatives that streamline access to HR knowledge and enhance service delivery.
**Qualifications**
+ 5–9 years of experience in HR, knowledge management, HR service delivery, or digital HR roles.
+ Proven experience with knowledge management systems and content management tools (e.g., ServiceNow, SharePoint)
+ Strong understanding of HR processes, policies, and shared services environments.
+ Excellent collaboration, communication and technical writing skills.
+ Analytical and proactive mindset with experience interpreting content usage metrics and drawing insights.
+ Ability to manage multiple stakeholders and projects in a fast-paced environment.
