Job Description
Job Summary:
Manages and publishes People Practices customer-facing and internal content across ServiceNow and DPR Toolbox platforms. Ensures accuracy, accessibility, and alignment of knowledge articles, frequently asked questions (FAQs), standard operating procedures (SOPs), and desktop references. Serves as a subject matter resource for content governance and collaborates with authors and subject matter experts (SMEs) to enhance clarity and usability.
Key Responsibilities:
Publishes and maintains knowledge articles, FAQs, SOPs, and desktop references in ServiceNow and DPR Toolbox, ensuring content accuracy and consistency.
Manages content personalization through tagging and keyword strategies tailored by role, level, and geography.
Establishes and monitors review, approval, and expiration cycles for all published content.
Collaborates with SMEs to develop and refine content from a subject matter perspective.
Reviews and edits content to enhance clarity, readability, and alignment with organizational standards.
Monitors content performance metrics and user feedback to inform improvements and best practices.
Consolidates themes, regulatory considerations, and employee experience factors to ensure consistency across related content.
Education Qualifications:
Bachelor's degree in communications, English, human resources, business administration, or a related field required.
Work Experience:
4-6 years of experience in content management, communications, or a related field required.
Experience with ServiceNow or similar content management systems preferred.
Human Resources experience preferred.
Certifications and Licenses:
Content management or human resources certification preferred.
Experience with ServiceNow required.
This role can be remote.
