AskHR Content Lead

Job Description

As the askHR Knowledge Content Lead, you’ll own how HR knowledge is governed, published, and continuously improved across the askHR Employee Portal. You’ll work closely with HR content owners, HR Operations, Employee Experience teams, and IT to ensure employees can easily find accurate, consistent, and trusted HR information—supporting a scalable, high‑quality employee experience.

• Lead HR knowledge governance and review cycles
  • Manage bi‑annual and annual review cycles, ensuring content is validated, current, and compliant.
  • Partner with content owners to support timely updates and governance requirements.
  • Maintain dashboards and reporting to track completion, content aging, and overall knowledge health.
• Set and uphold knowledge standards
  • Enforce standards for templates, tone, accessibility, taxonomy, and lifecycle management.
  • Review and approve knowledge articles in Service Now HRSD for accuracy, clarity, and consistency.
  • Maintain version control and publishing discipline across the knowledge base.
• Oversee Service Now Knowledge Management for askHR
  • Serve as the Service Now Knowledge Management subject matter expert.
  • Manage workflows, approvals, metadata, taxonomy, permissions, and article life cycles.
  • Partner with IT to resolve issues and optimize workflows.
  • Stay current on platform enhancements and recommend improvements that support HR service delivery.
• Improve search, findability, and employee self‑service
  • Optimize tagging, metadata, taxonomy, and article structure to improve discoverability.
  • Analyze search behavior, trends, and gaps to guide continuous improvement.
• Manage portal content and HR campaigns
  • Govern Employee Portal assets such as microsites, quick links, and campaigns.
  • Partner with stakeholders to coordinate HR campaigns, messaging, scheduling, and engagement reporting.
• Enable stakeholders and drive continuous improvement
  • Train and support HR content owners through documentation, onboarding, and best‑practice guidance.
  • Use case trends, search analytics, and employee feedback to identify self‑service opportunities.
  • Report on key metrics such as content quality, workflow performance, and engagement to inform decisions.

• Bachelor’s degree in Human Resources, Information Management, Communications, Digital Content, or a related field, or equivalent experience.
• 3–6 years of experience in knowledge management, HR portal content, or related digital content roles.
• Experience working with Service Now HRSD Knowledge Management or similar enterprise content platforms.
• Strong writing, editing, and documentation skills with a clear, consistent, employee‑focused voice.
• Understanding of governance models, workflow approvals, and structured review cycles.
• Ability to analyze content metrics, search data, and user behavior to drive measurable improvements.
• Familiarity with enterprise content strategy, UX/UI fundamentals, and digital employee experience principles.
• Highly organized and able to manage multiple priorities and stakeholders across HR domains.
• Strong collaboration skills, including the ability to influence without direct authority.
• Experience supporting large‑scale or global HR operations or shared service environments.
• Experience managing portal assets such as microsites, campaigns, and other portal content in a decentralized content model.