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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.
Job Responsibility:
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
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
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
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
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
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
Requirements:
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