Senior Associate - HR Knowledge Management

**Career Category** ------------------- Human Resources **Job 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** * 5-8 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. .