Employee Knowledge & Content Strategy Manager

Employee Knowledge & Content Strategy Manager

Reports to:VP HR Technology and Analytics

About the Role

Were hiring a Knowledge Base Manager to build and govern the HR knowledge function across our 10 operating companies (OpCos) and Centers of Excellence (COEs). This role will define the knowledge base strategy operating model content standards and governance needed to connect HR content across ServiceNow SharePoint portals and other systems so employees can easily access accurate searchable persona-relevant information through self-service AI-enabled tools and other employee experience channels.

Key Responsibilities

• Design and maintain the HR knowledge architecture across ServiceNow SharePoint portals and other content repositories including taxonomy metadata article templates and content standards
• Establish content governance including intake review approval publishing version control retirement ownership and review cycles
• Lead COE and OpCo governance forums to keep HR content current accurate compliant and aligned to local regional and OpCo policy variations
• Partner with HR Technology ServiceNow platform owners Internal Communications COEs and OpCos to create a clear persona-relevant employee information strategy
• Use ServiceNow analytics SharePoint usage search chatbot case trends employee feedback and content quality metrics to identify gaps improve self-service adoption and simplify the employee experience
• Lead content inventory cleanup harmonization migration and ongoing maintenance across existing HR repositories including SharePoint sites portals legacy tools and team-managed content sources
• Partner with HR Technology and digital workplace teams to ensure knowledge content is structured and connected for use in AI tools search experiences chatbots portals and other employee-facing channels
• Enable HR content owners and SMEs through training writing standards templates office hours and practical guidance
• Define and report success measures including content freshness search success case deflection article quality adoption employee satisfaction and reduced repeat inquiries

Required Skills & Experience

• Knowledge management information architecture and HR content strategy experience in a complex matrixed environment
• Hands-on experience managing implementing or optimizing a ServiceNow knowledge base including taxonomy workflows ownership models user criteria metadata analytics and content lifecycle management
• Experience governing HR content across SharePoint portals ServiceNow and other repositories so content can be reused consistently across employee self-service search chatbot and AI-enabled experiences
• Working knowledge of HR domains such as benefits compensation employee relations talent acquisition payroll policy manager support and employee lifecycle processes
• Technical fluency to partner with platform portal SharePoint search chatbot AI reporting digital workplace and HR technology teams
• Ability to lead cross-functional workstreams influence senior stakeholders drive adoption and hold partners accountable without direct authority
• Strong analytical change management stakeholder engagement and plain-language communication skills

Qualifications

• Bachelors degree in Human Resources Business Communications Information Management Knowledge Management or related field; equivalent experience considered
• 7 years of experience in HR operations HR shared services knowledge management employee experience HR technology internal communications or related function
• 3 years leading knowledge management content governance HR service delivery or employee self-service initiatives in a complex organization
• Experience with ServiceNow HR Service Delivery employee portals knowledge bases case management or related HR service platforms strongly preferred
• Experience working across global or multi-business-unit environments with regional policy variation compliance requirements and diverse employee personas