HR Knowledge Management

The Senior Associate HR Knowledge Management is responsible for developing, maintaining, and optimizing the HR knowledge ecosystem to enable accurate, consistent, and user-friendly access to HR information. This role combines strategic content management, platform administration, analytics, and cross-functional collaboration to support HR service delivery and self-service adoption. The ideal candidate is detail-oriented, digitally skilled, and proactive in driving continuous improvement across HR knowledge platforms.

Key Responsibilities:

1. Knowledge Content Strategy & Governance

• Develop, maintain, and enhance HR knowledge content across platforms such as

  ServiceNow Knowledge Base, SharePoint, and Confluence

  .
• Implement structured

  knowledge governance

  , including lifecycle management, content audits, version control, and compliance checks.
• Ensure consistent formatting, tone, branding, and alignment with HR policies and processes.
  

2. Platform Ownership & Optimization

• Act as platform administrator and subject matter expert for HR knowledge tools.
  
• Improve

  knowledge taxonomy

  , content structure, and search optimization to enhance discoverability and user experience.
• Partner with DTI and HR Technology teams to ensure platform stability, enhancements, and issue resolution.
  

3. Cross-Functional Collaboration

• Collaborate with HR Centers of Excellence, HR Business Partners, and content owners to validate and update knowledge content.
  
• Work with HR Digital and Operations teams to integrate knowledge assets into HR portals, workflows, and self-service channels.
  

4. Data-Driven Insights & Improvements

• Monitor analytics to identify usage trends, content gaps, and improvement opportunities.
  
• Conduct periodic knowledge audits and support content lifecycle initiatives.
  
• Prepare performance dashboards and compliance reports for leadership and stakeholders.
  

5. Enablement & Support

• Train content contributors on

  content management

  , writing guidelines, and platform usage.
• Drive awareness and self-service adoption through communication and enablement initiatives.
  
• Promote a culture of knowledge sharing across the HR function.
  

6. Project Leadership

• Lead or support large-scale projects such as HR portal redesign, chatbot knowledge integration, and system upgrades.
  
• Initiate and manage continuous improvement efforts to enhance HR service delivery.
  

Qualifications:

• 5 - 9 years

  of experience in HR, HR Service Delivery, Knowledge Management, or Digital HR.
• Hands-on experience with

  ServiceNow Knowledge Base

  ,

  SharePoint

  ,

  Confluence

  , or similar content management systems.
• Strong understanding of HR processes, policies, and shared services environments.
  
• Excellent communication, collaboration, stakeholder management, and technical writing skills.
  
• Analytical mindset with experience in

  content analytics

  and usage insights.
• Ability to manage multiple projects and stakeholders in a fast-paced environment.