Hr Content & Knowledge Manager

HR Content & Knowledge Manager

Responsibilities:

Key Areas of Focus:

• Technical Writing/Communication - Obtain process change info, interpret level/scope of changes necessary, simplify based on intended audience.
• Audit and Maintain Knowledge/Content Relevancy - Create and execute audit processes to ensure all knowledge management answers across digital support channels are relevant, consistent, and accurate.
• Content Governance & Support Mapping - Obtain process change info, interpret level/scope of changes necessary, provide governance input to ensure compliance to established content & digital channel governance guidelines.
• Create and Maintain Best in Class Online HR Support Experiences - assess target audience needs to align content delivery strategies.
• Increase Tier 0 Awareness/Adoption - gather insights to measure CSAT, Tier 1 support deflection, and other guiding key performance insights.
• Knowledge Management - Understand program/process details, create support responses, obtain feedback on article quality, and make changes as necessary.

Primary Duties and Responsibilities

• Ensures language translation alignment with established COE and/or company standards.
• Proactively collaborates with HR COEs, HR Technology, HR Communications, and other key stakeholders to ensure content delivery excellence.
• Plans and executes the curation and transformation of global and country specific HR knowledge content.
• Manages service level agreements and other insights to sustain outstanding employee and manager self-service experiences.
• Defines and manages knowledge content governance including content creation, review, publication, and retirement.
• Ensures content meets accessibility and brand guidelines; ensure content is optimized for findability (SEO).
• Keeps up to date with new and changing HR programs, guidelines, policies, and processes; leads the update and optimization of new or supporting content changes.
• Leads continuous improvement projects focused on operational excellence.

Requirements:

Background And Experience

• Bachelor’s degree in Human Resources, Business Management, related field, or equivalent work experience.
• 5+ years of experience in content curation, authoring and management.
• Experienced leading in a global, multi-language environment.
• Knowledge of Human Resources practices with experience translating HR concepts into consumable knowledge articles.
• LumApps, Adobe Experience Manager (AEM), or similar content management experience preferred.
• Proven ability to distill program concepts into relevant, audience-focused contextual formats.
• Experienced leading global HR digital content across multiple, complimentary delivery platforms.

Skills & Competencies

• Diversity mindset with cross-cultural awareness to deliver consistent, inclusive support content.
• Experience with ServiceNow, Workday, Jira, or other case management platform.
• Coveo or other federated search technologies.
• Ability to build strong, collaborative relationships with stakeholders.
• Advanced experience with LumApps, Adobe Experience Manager (AEM), or similar content management platforms.
• Advanced communications and writing skills with the ability to translate complex content into simple, employee-centric information.
• Skills - Nice to Have
• Able to effectively balance the competing needs of multiple stakeholders.
• Excellent organizational and planning skills.
• Proficient with content management technologies, trends, and best practices.
• IBM Watson/Watsonx Ai or similar enterprise Ai platform experience.
• Skills - Must Have
• Customer-focused with the ability to build trust and confidence.

Compensation:

• $63.38/hour - $84.50/hour (W2)