HR Services Senior Analyst

POSITION SUMMARY:

The HR Services Knowledge Article Management Analyst is responsible for creating, curating, maintaining, and optimizing HR knowledge articles to ensure employees have access to accurate and up-to-date HR policies, procedures, and guidelines. This role collaborates with HR subject matter experts, service desk teams, and other stakeholders to drive knowledge-centered service (KCS) principles and improve self-service capabilities for employees.

JOB RESPONSIBILITIES:

• Develop, review, and maintain HR knowledge articles and process documentation to ensure clarity, accuracy, and alignment with company policies, local laws, legal regulations, and the Vertiv Operating System (VOS) while driving continuous improvement initiatives.

• Implement and promote Knowledge-Centered Service (KCS) methodologies to improve the quality and accessibility of HR knowledge.

• Collaborate with HR subject matter experts (SMEs) to validate and enhance knowledge content.

• Maintain version control and ensure HR knowledge articles align with company policies, industry best practices, and compliance requirements.

• Conduct regular knowledge audits to assess content accuracy, relevance, and effectiveness.

• Monitor knowledge usage and engagement metrics to identify opportunities for content improvements and self-service enhancements.

• Work with AskHR system admin and developer to optimize the HR knowledge base structure, categorization, and search functionality.

• Provide support on other adhoc activities that requires knowledge management, documentation and process optimization.

• Provide training on knowledge management best practices and tools.

• Stay updated with industry trends and best practices in knowledge management and HR service delivery.

JOB QUALIFICATIONS:

• Bachelor's degree from a reputable educational institution

• With at least 5-year experience in HR support or a similar role

• Experience with Knowledge-Centered Service (KCS) methodology or KCS certification is preferred.

• Experience managing knowledge bases, documentation tools, or HR systems (e.g., ServiceNow, AskHR, or other knowledge management platforms).

• Advanced proficiency in Microsoft Office applications

• Excellent written and verbal communication skills with the ability to create clear, concise, and user-friendly HR knowledge articles.

• Strong understanding of knowledge management principles, content lifecycle management, and version control.

• Detail-oriented with strong organizational and project management skills.

• Ability to collaborate with HR subject matter experts (SMEs), system administrators, and cross-functional teams.

• Strong critical thinking and problem-solving skills to enhance knowledge accessibility and user experience.

• Ability to adapt to a fast-paced, dynamic environment and manage multiple priorities effectively.

• Ability to analyze knowledge usage metrics, audit findings, and trends to drive continuous improvements.

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus

• Operational Excellence

• High-Performance Culture

• Innovation

• Financial Strength

OUR BEHAVIORS

• Own It

• Act With Urgency

• Foster a Customer-First Mindset

• Think Big and Execute

• Lead by Example

• Drive Continuous Improvement

• Learn and Seek Out Development