The Senior Associate – HR Knowledge Management is responsible for managing and enhancing the HR knowledge ecosystem to support efficient, accurate, and user-friendly access to HR information. This role combines strategic content management, platform stewardship, and cross-functional collaboration to ensure HR knowledge is current, compliant, and aligned with business objectives. The ideal candidate has a keen eye for detail, a passion for digital knowledge tools, and a proactive mindset in supporting a culture of self-service and continuous improvement. **Key responsibilities** **Knowledge Content Strategy & Governance** + Develop and maintain high-quality HR knowledge content across our internal knowledge platform, ServiceNow. + Implement and manage content governance processes, including content lifecycle management, version control, and periodic audits. + Ensure alignment of knowledge content with internal policies, and ensure consistent tone, format, and branding across all HR knowledge materials. **Platform Ownership & Optimization** + Serve as a subject matter expert and administrator for HR knowledge management tools (e.g., ServiceNow Knowledge Base, SharePoint, Confluence). + Optimize platform structure and taxonomy to improve discoverability, search performance, and user experience. + Coordinate with DTI and HRI Tech teams to ensure system integrity and feature enhancements. **Cross-Functional Collaboration** + Partner with HR Centers of Excellence (COEs), HR Business Partners, and and other stakeholders/content owners to gather and validate content updates. + Collaborate with the HR digital and operations teams to ensure seamless integration of knowledge assets into HR portals and service channels. **Data-Driven Improvements** + Monitor usage analytics and employee feedback to identify knowledge gaps, pain points, and opportunities for improvement. + Participate in knowledge audits and content lifecycle management initiatives + Prepare and present regular performance and compliance reports to stakeholders. **Enablement & Support** + Train and support content contributors and stakeholders on knowledge creation best practices and tool usage. + Promote a culture of knowledge sharing and employee and manager self-service through enablement and communication campaigns. **Project Leadership** + Lead or support large-scale knowledge-related projects (e.g., HR portal redesigns, chatbot integration). + Drive continuous improvement initiatives that streamline access to HR knowledge and enhance service delivery. **Qualifications** + 5–9 years of experience in HR, knowledge management, HR service delivery, or digital HR roles. + Proven experience with knowledge management systems and content management tools (e.g., ServiceNow, SharePoint) + Strong understanding of HR processes, policies, and shared services environments. + Excellent collaboration, communication and technical writing skills. + Analytical and proactive mindset with experience interpreting content usage metrics and drawing insights. + Ability to manage multiple stakeholders and projects in a fast-paced environment.