The HRSS Knowledge Manager is responsible for developing, implementing, and maintaining the global People Operations HR Shared Services knowledge management strategy that ensures information on HR policies, policies, and practices are effectively captured, organized, and shared to ensure information is up to date, accurate, relevant, and easily understood and by employees, managers, and HR team members.

• Leverages expertise in principles of information science and knowledge management to lead the design and implementation of an HR knowledge management governance strategy by developing processes and protocols for organizing, storing information, making it accessible, and capturing new knowledge.
• Define the tools and system requirements to set up easy-to-use search tools to improve access to information.
• Collaborate with HR leadership and other functional, Business Unit, and Regional HR professionals to optimize information organization, storage, and distribution.
• Ensure knowledge management artifacts are maintained by implementing governance models to ensure all information is up-to-date, accurate, and relevant.
• Deploy systematic methodologies to gather, analyze, store, and share knowledge across the organization.
• Support the company’s strategic goals by identifying and addressing gaps and deficiencies in available information.
• Measure and evaluate the effectiveness of knowledge management processes with the goal of continuous improvement.
• Leverage data to identify and implement opportunities to drive improved employee, manager, and HR self-service.
• Ensure the application of business knowledge by conducting regular reviews to ensure that employees are applying corporate knowledge and communication systems to their daily tasks.
• Lead brainstorming and content development planning sessions.
• Build and conduct training sessions to educate employees about the use of knowledge management systems.
• Develop and apply consistent branding, styles, and standards to ensure consistency and drive efficiency.
• Establish intake and prioritization processes ensuring all requests are properly documented, evaluated and assigned based on urgency, importance, and resource availability.
• Formulate a strategy and execute plan for promoting self-service in People Operations including exploring the use of chatbots, Gen AI, and other case-deflection technologies.

Qualifications

• Bachelor’s degree in Information Science, Instructional Design
• 7+ years of relevant knowledge management, instructional design, and technical documentation experience.
• Must possess excellent verbal, written, and interpersonal communication skills.
• Demonstrated learning agility – ability to pick up new things quickly with a desire to learn.
• Direct experience integrating knowledge with portals/intranets and databases.
• Experience designing and implementing functional knowledge bases.
• Ability to define information organization systems and schemes.
• Advanced content management experience, including indexing and creating taxonomy structures
• Highly self-motivated and directed, with keen attention to detail.
• Able to prioritize and execute tasks in a high-pressure environment.
• Superior quantitative, analytical, and problem-solving abilities.

Preferred Qualifications

• Master’s degree in Information Science, Instructional Design, Library Science
• Service Now experience highly preferred.
• Experience with desktop publishing software such as Canva is a plus.

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
• Makes balanced decisions and thinks strategically by being a forward thinker.