HR Systems & Workforce Analyst V

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  Manage the HR Knowledge Lifecycle: Own and coordinate the end-to-end HR knowledge management process within ServiceNow HRSD.

  
  


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  Maintain Knowledge Quality: Define quality measures and help ensure HR knowledge meets established content standards before publication and throughout its lifecycle.

  
  


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  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.

  
  


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  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.

  
  


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  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.

  
  


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  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.

  
  


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  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.