Global HR Content Senior Specialist

Job Description

Responsible for building, governing, and continuously optimizing HR knowledge content to power AI‑enabled HR service delivery aligned to global strategy. This role ensures HR knowledge content is accurate, discoverable, globally consistent, and optimized for AI consumption, enabling digital assistants, agents, and self‑service platforms to deliver high‑quality employee experiences as part of global knowledge lifecycle management.

This role sits at the intersection of HR, knowledge management, content strategy, and AI, serving as a critical enabler of agentic HR service models and “single point of entry” experiences (e.g., Ask HR, ServiceNow-based solutions (EVA & The Source), Copilot‑based solutions).

Key Responsibilities

HR Knowledge Strategy & Governance

• Own and evolve the global HR knowledge content strategy aligned to AI‑enabled HR service delivery and enterprise governance standards.

• Define and enforce content governance frameworks, including roles, ownership, review cycles, approvals, and retirement processes.

• Establish clear standards for content structure, taxonomy, metadata, and lifecycle management to ensure consistency across regions and HR domains.

AI‑Ready Content Enablement

• Ensure HR knowledge content is structured, simplified, and optimized for AI consumption, including conversational AI, digital assistants, and agentic workflows.

• Partner with AI, digital HR, and platform teams to improve AI response accuracy, relevance, and confidence through content optimization.

• Translate complex HR policies and processes into plain‑language, employee‑centric content that AI can reliably interpret and surface.

Content Quality & Compliance

• Lead global content audits and assessments using defined quality and AI‑readiness frameworks (e.g., clarity, accuracy, structure, metadata completeness).

• Identify duplication, gaps, and outdated content; drive consolidation and remediation efforts across HR knowledge repositories.

• Establish content health metrics and scorecards to measure effectiveness, usage, user satisfaction and AI performance impacts.

Global Collaboration & Enablement

• Partner with HR Enterprise Services, HR Solutions, Compliance, Regional HR Service Delivery teams as well as cross-functionally (IT & Finance) to ensure globally consistent yet locally relevant knowledge content where applicable.

• Enable and coach distributed content owners and SMEs on AI‑first content design principles, templates, and standards.

• Act as the central point of coordination for translation compliance, localization, and global rollout/governance of HR knowledge updates.

Technology & Platform Alignment

• Serve as the knowledge content lead working with HR knowledge platform owners for related systems (e.g., ServiceNow Knowledge, Ask HR).

• Collaborate with platform owners & HR Solutions to align content design with system capabilities and AI roadmaps.

• Support pilots and launches of new AI‑driven HR experiences by ensuring content readiness and sustainability.

Required Qualifications

• 4 to 5 years minimum experience supporting multi‑country or global HR organizations.

• Experience with ServiceNow Knowledge, HR case management, or similar enterprise platforms.

• Experience supporting AI chatbots, copilots, or agent‑based HR service models.

• Background in global HR operations, shared services, or HR transformation initiatives.

• Familiarity with content analytics, search optimization, data mining and user experience measurement.

 

Key Skills & Competencies

• AI‑first content design and structured writing aligned to established standards

• Knowledge governance and lifecycle management

• Global stakeholder management and ability to influence decision making

• Analytical mindset with focus on measured content performance and data-driven decision making & outcomes

• Change management and enablement oversight

• Continuous improvement mindset with a proactive approach to solutioning

• Strong attention to detail with enterprise‑level rigor

Required Skills:

Data Quality Management, eLearning Solutions, Employee Compensation and Benefits, HR Automation, Human Resource Information Systems (HRIS), Human Resources Analytics, Learning and Development (L&D), Localization for Brazil, Payroll Operations, Payroll Processing, Process Improvements, Robotic Process Automation, Succession Planning, Talent Acquisition, Vendor Management

Preferred Skills:

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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:

No relocation

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

no

Job Posting End Date:

05/29/2026

*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.