ServiceNow HR Knowledge Manager

e are seeking a highly motivated and detail-oriented Service Now HR Knowledge Manager to lead and manage the design, maintenance, and optimization of our HR knowledge content within the Service Now platform. This role will play a critical part in driving the success of our global HR Service Delivery initiatives, ensuring knowledge content is accurate, accessible, and user-centered.
In addition to managing day-to-day knowledge operations, this role will bring a strong background in content design, supporting our Content Strategist and acting as a backup when needed. The ideal candidate combines expertise in knowledge management, content design principles, governance, and Service Now platform functionality.

• Own the end-to-end lifecycle of HR knowledge articles within Service Now, including creation, review, approval, publishing, maintenance, and retirement.
• Partner closely with HR subject matter experts (SMEs), content contributors, and global stakeholders to ensure content accuracy, alignment to taxonomy, metadata, and compliance standards.
• Maintain knowledge governance processes to ensure consistency, quality, and adherence to global standards.
• Develop and monitor content KPIs (e.g., article usage, search performance, deflection rates) and drive continuous improvement initiatives.
• Serve as liaison between HR, IT, Service Now platform teams, and business stakeholders to ensure effective integration of knowledge management in the HR Service Delivery ecosystem.

• Apply content design best practices to ensure HR knowledge articles are intuitive, easy to consume, and tailored to employee personas.
• Partner with the Content Strategist to co-develop content templates, style guides, and writing standards.
• Conduct content audits, gap analyses, and usability reviews to continuously improve the employee digital experience.
• Act as a backup and collaborate closely with the Content Strategist to support major content projects, migrations, and redesigns.

• Work closely with platform administrators, UX/UI teams, and HRIS to align knowledge architecture with the broader digital employee experience vision.
• Support change management and adoption activities related to knowledge management processes.
• Provide training, coaching, and support to content contributors and SMEs globally.

• 5+ years of experience in knowledge management, content design, technical writing, or related fields.
• Strong experience managing HR knowledge within Service Now HR Service Delivery (HRSD) or similar platforms.
• Solid understanding of knowledge-centered service (KCS) principles, metadata/taxonomy management, and content lifecycle governance.
• Experience in content design, plain language writing, user experience, and accessibility standards.
• Ability to translate complex HR policies and processes into clear, actionable, and user-friendly content.
• Exceptional organizational skills with attention to detail and a passion for content quality.
• Strong collaboration, facilitation, and stakeholder management skills.
• Familiarity with Service Now reporting, performance analytics, and AI Search capabilities is a plus.
• Bachelor’s degree in HR, Communications, Information Science, or related field (or equivalent experience).

• KCS Certification
• Service Now Certified System Administrator (CSA) or HRSD certification
• Experience supporting global HR content for a diverse, multinational workforce.
• Experience with AI-driven content optimization or generative AI tools in knowledge management.

Bachelor's degree in business, technical, analytical, or disciplines required.

Five (5) years experience in planning, analysis and project leadership, which includes management of all phases of cross-functional project teams. A related advanced degree may offset the related experience requirements.

Demonstrated experience in leading major corporate initiatives. Strong human relations, communications, problem solving, project management, analytical and organizational skills. Proven record of effective communication with stakeholders and senior management. Excellence knowledge of project management applications (Microsoft Project, Smartsheet or similar) and knowledge of technical and business issues related to financial systems, business, finance, accounting and related processes and…