Senior Associate - HR Knowledge Management

Career Category

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.