HR SYSTEMS & WORKFORCE ANALYST V

In this role you will drive the global ServiceNow Knowledge Management program for HRSD, ensuring accurate, current, and well-governed HR knowledge. You will collaborate with HR knowledge owners, SMEs, and service teams to optimize content and structure for easy discovery and self-service. You will shape governance, lifecycle management, and quality standards while aligning knowledge with Employee Center Pro, HR Case Management, enterprise search, and Now Assist. This is a strategic, cross-functional position focused on improving the employee experience through knowledgeable, accessible HR content.

• Own and coordinate end-to-end HR knowledge management within ServiceNow HRSD
• Define and enforce knowledge quality standards and lifecycle controls
• Implement and maintain the HR Knowledge Management governance framework
• Maintain functional organization of HR knowledge in ServiceNow HRSD and coordinate with platform team on configuration
• Optimize HR knowledge for Employee Center Pro to enhance self-service
• Support Now Assist and AI-enabled HR capabilities with knowledge health and insights
• Serve as primary contact for Knowledge Authors and Knowledge Owners, providing guidance, coaching, and training

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

• collaboration
• communication
• coaching/training
• ServiceNow Knowledge Management
• ServiceNow HRSD
• Now Assist