Manager, People Function Content – ServiceNow

Firm Summary White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.

With lawyers and staff operating from more than 47locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world's key financial markets and our strengths in handling complex cross-border work.

It's not just about our global network of offices and shared services centers; it's the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It's one of the reasons we attract and retain cross-border work.

Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Our people represent 90 nationalities and speak 80 languages. Position Summary

We are seeking an experienced and strategic P eople Function Content Manager – ServiceNow to lead the development, maintenance, and continuous growth of our HR Portal Knowledge Base (KB) within ServiceNow. This role is crucial to enabling scalable HR support, empowering employees with self-service capabilities, and ensuring knowledge articles are accurate, accessible, and aligned with legal and regulatory standards.

You will be responsible for content strategy, structure, governance, and lifecycle management, as well as working closely with HR subject matter experts, IT teams, and ServiceNow administrators to drive user adoption and improve employee experience.

Our Functional Area Trusted advisor or career coach, project manager or strategist, recruitment administrator, talent expert or experienced generalist? As part of our global People (Advisory) team, you can expect to utilize and develop your skills across every aspect of human resources and talent management. Whilst traditional HR tasks are an important component of our work, we also apply this practical knowledge to high-level strategic initiatives that deliver on our employer value proposition to best enable and grow our business. We lead and manage significant projects to attract, retain and engage the best people, and we are recognized for our ability to get the job done. We're proud of our high performance work ethic, as well as the central role that we play in fostering an inclusive and collaborative culture. Through extensive contact with partners and business services leaders, we are trusted to offer advice and implement changes that help our teams perform at the highest level and deliver outstanding client service. Working with us will enable you to become a great professional, and develop a uniquely broad range of experience to draw on throughout your career. Duties and Accountabilities1

Key Responsibilities:

• Develop and execute a long-term content strategy and roadmap for the HR Knowledge Base to support a growing, HR content site for a global legal workforce.
• Own the creation, curation, governance, and maintenance of HR knowledge articles within ServiceNow, ensuring accuracy, clarity, and compliance within Firm standards.
• Collaborate with HR SMEs, and content owners to ensure content meets regulatory and policy requirements specific to HR functions.
• Working with HR Operations to understand and integrate HR processes within the knowledge guideline
• Managing global HR content on ServiceNow: maintaining and updating the portal homepage customised per location with latest news, activities calendar, holiday calendar; designing visual materials such as banners, icons, content pages.
• Implement and manage content review and approval workflows within ServiceNow, maintaining version control and content lifecycle best practices.
• Analyze KB performance using ServiceNow analytics; drive continuous improvement through insights on search trends, user feedback, and usage metrics.
• Work closely with HRIS and ServiceNow platform teams to optimize user experience, knowledge page layout, and case submission pathways.
• Support the integration of case management functionality on article pages to enable seamless escalation when self-service does not resolve the issue.
• Create and deliver documentation, templates, and training materials to empower HR teams to contribute to and maintain their own knowledge areas.
• Maintain and troubleshoot MyPortal in terms of user access, page visibility, search terminology and general content functionalities.
• Analyzing content usage, ensuring continuous improvement of user experience: monitoring rating and feedback, replying to user questions/comments; taking appropriate improvement actions based on user feedback.
• Decrease the number of HR queries raised, by providing appropriate content to support the HR knowledge needs of the business.
• Ensure consistent tone, style, and branding across all content assets.

Qualifications

Required Skills:

• Bachelor's degree in Communications, Knowledge Management, HR, or related field.
• 5+ years of experience in content management, knowledge base administration, or digital knowledge strategy, preferably in a professional services or legal environment.
• Demonstrated experience managing knowledge content within ServiceNow HRSD or a similar enterprise knowledge management platform.
• Strong understanding of content architecture, knowledge taxonomy, and metadata tagging.
• Remarkable writing, editing, and proofreading skills with attention to detail and ability to explain complex HR policies in plain language.
• Experience implementing and managing knowledge governance frameworks and review cycles.
• Strong collaboration skills with ability to gather input from cross-functional stakeholders, including HR, Legal, Compliance, and IT.
• Data-driven mindset with ability to interpret usage metrics, improve search performance, and reduce case volume through knowledge optimization.

Preferred Qualifications:

• Experience working in or supporting an HR Shared Services or Legal Operations environment.
• ServiceNow Knowledge Management or HRSD certification.
• Understanding of case deflection strategy, self-service adoption, and digital service delivery best practices.
• Familiarity with legal and regulatory content constraints, including privacy and confidentiality in the HR context.
• Experience working in a global or matrixed organization, with sensitivity to cultural and regional content needs.

Technical Skills & Tools:

• ServiceNow HR Service Delivery (HRSD) – advanced knowledge article publishing and administration
• ServiceNow Knowledge Management Module – article lifecycle, templates, taxonomy, user feedback tools
• HTML / basic CSS – a plus for formatting content
• Proficiency in content editing tools (e.g., Microsoft Word, SharePoint, Adobe Acrobat)
• Familiarity with ServiceNow case management workflows and how they integrate with KB articles
• Analytics tools within ServiceNow or Power BI for reporting and insights

Location & Reporting

• Makati
• Hybrid (3x per week work onsite) EMEA working hours

1The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

#J-18808-Ljbffr

---