HR SYSTEMS & WORKFORCE ANALYST V

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Job Overview

• The HR Knowledge Manager - ServiceNow plays a key role in shaping the methodology for the global ServiceNow Knowledge Management implementation, managing existing HR knowledge, and supporting continuous improvement within ServiceNow HRSD.
• This role helps ensure HR knowledge is accurate, current, consistent, searchable, appropriately governed, and easy to use for employees and HR teams. Key areas of responsibility include knowledge governance and lifecycle management, content standards and quality assurance, knowledge structure, reporting and optimization, as well as the technical configuration needed to effectively manage the knowledge platform.
• The HR Knowledge Manager works collaboratively with HR Knowledge Owners, Subject Matter Experts (SMEs), Knowledge Authors, HR Service Delivery teams, HRSD Superusers, and other partners across the organization to support the complete knowledge lifecycle.
• The role also helps ensure HR knowledge is optimized for Employee Center Pro, HR Case Management, enterprise search, and Now Assist, contributing to an accessible and effective employee experience.

What Your Background Should Look Like

• Manage the HR Knowledge Lifecycle: Own and coordinate the end-to-end HR knowledge management process within ServiceNow HRSD.
• Maintain Knowledge Quality: Define quality measures and help ensure HR knowledge meets established content standards before publication and throughout its lifecycle.
• Manage Knowledge Governance: Implement and maintain the HR Knowledge Management governance framework, with clear roles and expectations for Knowledge Owners, Knowledge Authors, SMEs, approvers, HRSD Superusers, and other contributors.
• Manage Knowledge Structure in ServiceNow: Maintain the functional organization of HR knowledge within ServiceNow HRSD, collaborate with the ServiceNow platform team on required technical configuration, and support a consistent content structure that makes information easy to discover and use.
• Optimize Knowledge for Employee Center Pro: Help ensure employee-facing HR knowledge provides an accessible and effective self-service experience through Employee Center Pro, enabling employees to find relevant answers without needing to submit an HR case whenever possible.
• Support Now Assist and AI-Enabled Experiences: Help optimize HR knowledge for Now Assist and other AI-enabled HR capabilities. Use knowledge-base health, search, and effectiveness insights to identify opportunities for continuous improvement.
• Support Knowledge Authors and Owners: Serve as a key point of contact for HR Knowledge Authors and Knowledge Owners, providing guidance, coaching, and training that supports high-quality and consistent HR knowledge.

Required Skills & Experience

We recognize that relevant experience can be gained through different career paths and environments. We encourage applications from people whose experience broadly aligns with the following:

• Experience in Knowledge Management, ideally within HR, Shared Services, or a related environment.
• Experience with ServiceNow Knowledge Management, ServiceNow HRSD, or comparable knowledge-management platforms.
• Good understanding of content lifecycle management and knowledge governance.
• Ability to translate complex HR information into clear, accessible, employee-friendly content.
• Strong focus on accuracy, detail, and content quality.
• Experience collaborating with SMEs, content owners, and other stakeholders.
• Ability to prioritize and manage multiple articles, owners, reviews, and deadlines.
• Ability to interpret knowledge and search analytics and turn insights into practical improvements.

Competencies