Senior Analyst-HR Knowledge Management

Job Description

The team

You will join the global HR Knowledge Management team responsible for maintaining all content on our HR portal, including policies, procedures, guides, and related HR information. Our team empowers employees, managers, and HR professionals through searchable knowledge portals (ServiceNow; Ask HR), enabling them to find answers quickly and independently while reducing time spent on routine questions.

Role overview

As an HR Knowledge Management Consultant, you will serve as a content quality guardian who partners with stakeholders to ensure HR information is effectively curated, published, and maintained. Your role involves guiding content owners to align with knowledge management best practices while ensuring all materials meet our quality standards.

Key responsibilities

• Content governance: Execute global Knowledge Management activities including reviewing, creating and maintaining knowledge articles and homepage content in HR Direct, and managing knowledge cases while adhering to established Knowledge Management process standards and guidelines.
• Quality assurance: Ensure proper, proactive governance of existing knowledge and content by managing and responding to knowledge article feedback from employees as well as reviewing and actioning monthly expiring articles and zero search result items to ensure information accuracy and relevance in HR Direct.
• Stakeholder partnership: Foster ongoing collaboration with the HR Centres of Excellence (COE) content owners through both verbal and electronic communication, providing guidance on content to drive and contribute to continuous knowledge improvement initiatives.
• Content consultant: Serve as an editorial advisor who coaches stakeholders globally on content quality, clarity, cross-COE alignment, consistency, and AI readiness while helping to implement content and technology-related best practices and standards to ensure content can be effectively utilized by our HR AI assistant to answer employee queries.
• Continuous improvement: Conduct audits to identify gaps and improvement opportunities in knowledge content, ensuring proper follow-through with content owners.
• System transition support: Assist with content migration between HR portals, maintaining consistent information across both systems during the transition period while ensuring updates are accurately reflected in both environments.
• Reporting and analytics: Generate knowledge reports and collate data to provide usage data to drive content decisions and demonstrate value.
• Process adaptation: Learn and implement new Knowledge Management platforms, tools, processes, and initiatives while gaining understanding of Brand and Tone of Voice.

Sound like you? To apply you need to be:

A competent professional with the right amount of experience.

Required experience and skills:

• 1+ years of experience with HR processes and maintaining content on an HR employee self-service portal for a large multinational corporation.

• Experience in ServiceNow/Workday Help Knowledge Management (preferred)

• Demonstrated ability to quickly learn and adapt to various tools, technology, and processes

• Strong customer-centric mindset with excellent stakeholder management skills
• Superior written and verbal English communication with the ability to influence and guide content improvements.
• Understanding of or willingness to learn AI-friendly content principles with the ability to guide and advise content owners on structuring information that facilitates accurate AI interpretation and employee query resolution
• Coaching ability to influence stakeholders about content quality and formatting
• Exceptional organizational skills with a strong attention to detail
• Meticulous attention to detail for maintaining identical content across multiple systems during transition periods, with adaptability to work with changing platforms and comfort with basic content migration tasks and version control processes
• Ability to prioritize effectively and meet deadlines in a dynamic environment
• Experience working collaboratively with remote stakeholders across global time zones
• Proficiency in Microsoft Word, Excel, PowerPoint and Teams
• Basic competency in Microsoft Visio and Adobe Acrobat
• Experience with SharePoint and shared drives for document and media management
• Ability to compile and interpret Knowledge Management analytics

Language skills

• Business fluency in English (required)

This role offers an excellent opportunity to develop your HR knowledge, content management expertise, and your stakeholder influencing skills while contributing to our global employee experience.