Partner closely with internal stakeholders, business teams, and operations team members to translate complex processes into simple, end-user-focused solutions.
Create clear, efficient, compelling knowledge content within team style guidelines.
Anticipate operations team needs, and work with business teams to develop content that drives engagement, improves case deflection, and decreases case handling time.
Update content and communicate changes as data and business needs change.
Manage communication between the business and HR operations to deliver policy and process changes clearly, concisely, and on time.
Juggle multiple stakeholders and projects.
Develop deep knowledge of the KB content and drive ownership of content for HR functional areas.
Build strong relationships with stakeholders and functional teams to solve complex problems through content.
Maintain the taxonomy and information architecture used for structuring content in the knowledge base.
Facilitate and/or perform regular content certification and audits.
Manage intake of knowledge management requests.
Present on knowledge base usage to new HR partners.
Provide ongoing qualitative and quantitative measurements of content scope, effectiveness, and usage.
Participate in the continuous evolution of the content management program.
What you have:
Bachelor's degree in Communications, Journalism, English, or related field
3+ years of relevant content management experience
Excellent written and oral communication skills
Sound editorial judgment
Ability to deal with ambiguity and change within a fast-paced environment
High level of business acumen
Ability to synthesize complex processes into simple and engaging language
Demonstrated skills and success in process improvement design and workflow analysis
Project management experience
Experience in a role with a strong customer focus
Demonstrated proficiency in instructional writing
Nice to Have:
Experience with content management systems; experience supporting operations teams; familiarity with ServiceNow; and background in information architecture, user experience, or user research are pluses.
Proficiency in data analysis and data-based decision making.