Senior Associate HR Knowledge Management

<h2><b>Career Category</b></h2>Human Resources<h2></h2><h2><b>Job Description</b></h2><p>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.</p><p><b>Key responsibilities </b></p><p></p><p><b>Knowledge Content Strategy &amp; Governance</b></p><ul><li>Develop and maintain high-quality HR knowledge content across our internal knowledge platform, ServiceNow.</li><li>Implement and manage content governance processes, including content lifecycle management, version control, and periodic audits.</li></ul><ul><li>Ensure alignment of knowledge content with internal policies, and ensure consistent tone, format, and branding across all HR knowledge materials.</li></ul><p><b>Platform Ownership &amp; Optimization</b></p><ul><li>Serve as a subject matter expert and administrator for HR knowledge management tools (e.g., ServiceNow Knowledge Base, SharePoint, Confluence).</li><li>Optimize platform structure and taxonomy to improve discoverability, search performance, and user experience.</li><li>Coordinate with DTI and HRI Tech teams to ensure system integrity and feature enhancements.</li></ul><p><b>Cross-Functional Collaboration</b></p><ul><li>Partner with HR Centers of Excellence (COEs), HR Business Partners, and and other stakeholders/content owners to gather and validate content updates.</li><li>Collaborate with the HR digital and operations teams to ensure seamless integration of knowledge assets into HR portals and service channels.</li></ul><p><b>Data-Driven Improvements</b></p><ul><li>Monitor usage analytics and employee feedback to identify knowledge gaps, pain points, and opportunities for improvement.</li><li>Participate in knowledge audits and content lifecycle management initiatives</li><li>Prepare and present regular performance and compliance reports to stakeholders.</li></ul><p><b>Enablement &amp; Support</b></p><ul><li>Train and support content contributors and stakeholders on knowledge creation best practices and tool usage.</li><li>Promote a culture of knowledge sharing and employee and manager self-service through enablement and communication campaigns.</li></ul><p><b>Project Leadership</b></p><ul><li>Lead or support large-scale knowledge-related projects (e.g., HR portal redesigns, chatbot integration).</li><li>Drive continuous improvement initiatives that streamline access to HR knowledge and enhance service delivery.</li></ul><p><b>Qualifications</b></p><ul><li>5–9 years of experience in HR, knowledge management, HR service delivery, or digital HR roles.</li><li>Proven experience with knowledge management systems and content management tools (e.g., ServiceNow, SharePoint)</li><li>Strong understanding of HR processes, policies, and shared services environments.</li><li>Excellent collaboration, communication and technical writing skills.</li><li>Analytical and proactive mindset with experience interpreting content usage metrics and drawing insights.</li><li>Ability to manage multiple stakeholders and projects in a fast-paced environment.</li></ul><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>.