Employee Knowledge & Content Strategy Manager

Employee Knowledge & Content Strategy Manager

Reports to: VP HR Technology and Analytics

About the Role

We're hiring a Knowledge Base Manager to build and govern the HR knowledge function across our 10 operating companies (OpCos) and Centers of Excellence (COEs). This role will define the knowledge base strategy, operating model, content standards, and governance needed to connect HR content across ServiceNow, SharePoint, portals, and other systems so employees can easily access accurate, searchable, persona-relevant information through self-service, AI-enabled tools, and other employee experience channels.

Key Responsibilities

• Design and maintain the HR knowledge architecture across ServiceNow, SharePoint, portals, and other content repositories, including taxonomy, metadata, article templates, and content standards


• Establish content governance, including intake, review, approval, publishing, version control, retirement, ownership, and review cycles


• Lead COE and OpCo governance forums to keep HR content current, accurate, compliant, and aligned to local, regional, and OpCo policy variations


• Partner with HR Technology, ServiceNow platform owners, Internal Communications, COEs, and OpCos to create a clear, persona-relevant employee information strategy


• Use ServiceNow analytics, SharePoint usage, search, chatbot, case trends, employee feedback, and content quality metrics to identify gaps, improve self-service adoption, and simplify the employee experience


• Lead content inventory, cleanup, harmonization, migration, and ongoing maintenance across existing HR repositories, including SharePoint sites, portals, legacy tools, and team-managed content sources


• Partner with HR Technology and digital workplace teams to ensure knowledge content is structured and connected for use in AI tools, search experiences, chatbots, portals, and other employee-facing channels


• Enable HR content owners and SMEs through training, writing standards, templates, office hours, and practical guidance


• Define and report success measures, including content freshness, search success, case deflection, article quality, adoption, employee satisfaction, and reduced repeat inquiries

Required Skills & Experience

• Knowledge management, information architecture, and HR content strategy experience in a complex, matrixed environment


• Hands-on experience managing, implementing, or optimizing a ServiceNow knowledge base, including taxonomy, workflows, ownership models, user criteria, metadata, analytics, and content lifecycle management


• Experience governing HR content across SharePoint, portals, ServiceNow, and other repositories so content can be reused consistently across employee self-service, search, chatbot, and AI-enabled experiences


• Working knowledge of HR domains such as benefits, compensation, employee relations, talent acquisition, payroll, policy, manager support, and employee lifecycle processes


• Technical fluency to partner with platform, portal, SharePoint, search, chatbot, AI, reporting, digital workplace, and HR technology teams


• Ability to lead cross-functional workstreams, influence senior stakeholders, drive adoption, and hold partners accountable without direct authority


• Strong analytical, change management, stakeholder engagement, and plain-language communication skills

Qualifications

• Bachelor’s degree in Human Resources, Business, Communications, Information Management, Knowledge Management, or related field; equivalent experience considered


• 7+ years of experience in HR operations, HR shared services, knowledge management, employee experience, HR technology, internal communications, or related function


• 3+ years leading knowledge management, content governance, HR service delivery, or employee self-service initiatives in a complex organization


• Experience with ServiceNow HR Service Delivery, employee portals, knowledge bases, case management, or related HR service platforms strongly preferred


• Experience working across global or multi-business-unit environments with regional policy variation, compliance requirements, and diverse employee personas