Job Description:
The
Senior HR Content Specialist creates and maintains the employee-facing knowledge content that supports HR self-service for more than 16,000 employees. This role partners with HR subject matter experts, HR Content Owners, Centers of Excellence, and the ServiceNow HRSD Product Owner to ensure employees can easily find accurate, helpful information through ServiceNow HRSD and EmployeeWorks.
The role manages HR knowledge content throughout its lifecycle, from drafting and review through approval, publishing, auditing, optimization, and retirement. The Senior HR Content Specialist applies content governance, plain-language writing, search optimization, and knowledge-management practices to improve content quality, consistency, findability, and usefulness.
This role also uses content-performance data, search trends, employee feedback, and AI interactions to identify opportunities that strengthen self-service and AI-powered employee experiences.
What You'll DoHR Knowledge Content Management
- Manage HR knowledge content in ServiceNow HRSD and EmployeeWorks, including creating, updating, publishing, auditing, and retiring content.
- Maintain accurate, current, employee-facing content across the full knowledge-content lifecycle.
- Organize and structure content to improve usability, consistency, and employee access to HR information.
- Support HR initiatives and projects through timely content creation, updates, and communication support.
Content Partnership & Governance
- Partner with HR Content Owners and Centers of Excellence to ensure content accurately reflects HR policies, programs, and processes.
- Lead content reviews, approvals, and publishing activities in alignment with established governance standards.
- Develop and apply content standards, templates, review practices, and knowledge-management processes that improve quality and consistency.
- Clarify ownership, review timing, approvals, and required actions with content stakeholders.
Employee Self-Service & Content Optimization
- Create and optimize employee-facing content that is clear, concise, searchable, accessible, and designed to support self-service.
- Write content that helps employees understand HR information and take the appropriate next action with minimal assistance.
- Apply plain-language, search, metadata, taxonomy, and content-design practices to improve findability and comprehension.
- Recommend content enhancements and self-service improvements to HR stakeholders and the ServiceNow HRSD Product Owner.
AI-Enabled Content Experiences
- Design and maintain content that supports AI-powered employee experiences and virtual-assistant interactions.
- Use AI-enabled tools, when appropriate, to support content drafting, editing, formatting, and quality review.
- Review AI interactions and employee questions to identify content gaps, unclear information, and opportunities to improve responses.
- Apply sound judgment and established standards when using AI tools with HR content.
Content Analytics & Continuous Improvement
- Analyze content performance, search trends, employee feedback, and AI interactions to identify opportunities for improvement.
- Use available data and insights to prioritize content updates and measure whether changes improve self-service outcomes.
- Identify outdated, duplicative, low-value, or difficult-to-find content and recommend revision, consolidation, replacement, or retirement.
- Share content insights, risks, and recommendations with HR stakeholders and the ServiceNow HRSD Product Owner.
What We're Looking For- Five to seven years of experience in Human Resources, Communications, Content Management, Knowledge Management, or a related field.
- Experience creating and maintaining employee-facing content.
- Demonstrated ability to work independently, manage competing priorities with minimal direction, and drive content initiatives from concept through execution.
- Strong writing, editing, proofreading, and communication skills.
- Excellent attention to detail and organizational skills.
- Strong relationship-building skills and the ability to work effectively with stakeholders across Human Resources and the business.
- Interest in learning and using AI tools to improve content quality and efficiency.
Responsibilities:
HR Knowledge Content Management - Manage HR knowledge content in ServiceNow HRSD and EmployeeWorks, including creating, updating, publishing, auditing, and retiring content.
- Maintain accurate, current, employee-facing content across the full knowledge-content lifecycle.
- Organize and structure content to improve usability, consistency, and employee access to HR information.
- Support HR initiatives and projects through timely content creation, updates, and communication support.
Content Partnership & Governance - Partner with HR Content Owners and Centers of Excellence to ensure content accurately reflects HR policies, programs, and processes.
- Lead content reviews, approvals, and publishing activities in alignment with established governance standards.
- Develop and apply content standards, templates, review practices, and knowledge-management processes that improve quality and consistency.
- Clarify ownership, review timing, approvals, and required actions with content stakeholders.
Employee Self-Service & Content Optimization - Create and optimize employee-facing content that is clear, concise, searchable, accessible, and designed to support self-service.
- Write content that helps employees understand HR information and take the appropriate next action with minimal assistance.
- Apply plain-language, search, metadata, taxonomy, and content-design practices to improve findability and comprehension.
- Recommend content enhancements and self-service improvements to HR stakeholders and the ServiceNow HRSD Product Owner.
AI-Enabled Content Experiences - Design and maintain content that supports AI-powered employee experiences and virtual-assistant interactions.
- Use AI-enabled tools, when appropriate, to support content drafting, editing, formatting, and quality review.
- Review AI interactions and employee questions to identify content gaps, unclear information, and opportunities to improve responses.
- Apply sound judgment and established standards when using AI tools with HR content.
Content Analytics & Continuous Improvement - Analyze content performance, search trends, employee feedback, and AI interactions to identify opportunities for improvement.
- Use available data and insights to prioritize content updates and measure whether changes improve self-service outcomes.
- Identify outdated, duplicative, low-value, or difficult-to-find content and recommend revision, consolidation, replacement, or retirement.
- Share content insights, risks, and recommendations with HR stakeholders and the ServiceNow HRSD Product Owner.
Qualifications:
