ServiceNow HR Knowledge Manager (with Content Design Expertise)
Description
We are seeking a highly motivated and detail-oriented ServiceNow HR Knowledge Manager to lead and manage the design, maintenance, and optimization of our HR knowledge content within the ServiceNow platform. This role will play a critical part in driving the success of our global HR Service Delivery initiatives, ensuring knowledge content is accurate, accessible, and user-centered.
In addition to managing day-to-day knowledge operations, this role will bring a strong background in content design, supporting our Content Strategist and acting as a backup when needed. The ideal candidate combines expertise in knowledge management, content design principles, governance, and ServiceNow platform functionality.
Knowledge Management (Primary Responsibilities):
- Own the end-to-end lifecycle of HR knowledge articles within ServiceNow, including creation, review, approval, publishing, maintenance, and retirement.
- Partner closely with HR subject matter experts (SMEs), content contributors, and global stakeholders to ensure content accuracy, alignment to taxonomy, metadata, and compliance standards.
- Maintain knowledge governance processes to ensure consistency, quality, and adherence to global standards.
- Develop and monitor content KPIs (e.g., article usage, search performance, deflection rates) and drive continuous improvement initiatives.
- Serve as liaison between HR, IT, ServiceNow platform teams, and business stakeholders to ensure effective integration of knowledge management in the HR Service Delivery ecosystem.
Content Design & Strategy (Secondary Responsibilities):
- Apply content design best practices to ensure HR knowledge articles are intuitive, easy to consume, and tailored to employee personas.
- Partner with the Content Strategist to co-develop content templates, style guides, and writing standards.
- Conduct content audits, gap analyses, and usability reviews to continuously improve the employee digital experience.
- Act as a backup and collaborate closely with the Content Strategist to support major content projects, migrations, and redesigns.
Cross-functional Collaboration:
- Work closely with platform administrators, UX/UI teams, and HRIS to align knowledge architecture with the broader digital employee experience vision.
- Support change management and adoption activities related to knowledge management processes.
- Provide training, coaching, and support to content contributors and SMEs globally.
Qualifications:
- 5+ years of experience in knowledge management, content design, technical writing, or related fields.
- Strong experience managing HR knowledge within ServiceNow HR Service Delivery (HRSD) or similar platforms.
- Solid understanding of knowledge-centered service (KCS) principles, metadata/taxonomy management, and content lifecycle governance.
- Experience in content design, plain language writing, user experience, and accessibility standards.
- Ability to translate complex HR policies and processes into clear, actionable, and user-friendly content.
- Exceptional organizational skills with attention to detail and a passion for content quality.
- Strong collaboration, facilitation, and stakeholder management skills.
- Familiarity with ServiceNow reporting, performance analytics, and AI Search capabilities is a plus.
- Bachelor’s degree in HR, Communications, Information Science, or related field (or equivalent experience).
Preferred Skills (Nice to Have):
- KCS Certification
- ServiceNow Certified System Administrator (CSA) or HRSD certification
- Experience supporting global HR content for a diverse, multinational workforce.
- Experience with AI-driven content optimization or generative AI tools in knowledge management.
Minimum Education
Bachelor's degree in business, technical, analytical, or disciplines required.
Minimum Experience
Five (5) years experience in planning, analysis and project leadership, which includes management of all phases of cross-functional project teams.A related advanced degree may offset the related experience requirements.
Knowledge, Skills and Abilities
Demonstrated experience in leading major corporate initiatives. Strong human relations, communications, problem solving, project management, analytical and organizational skills. Proven record of effective communication with stakeholders and senior management. Excellence knowledge of project management applications (Microsoft Project, Smartsheet or similar) and knowledge of technical and business issues related to financial systems, business, finance, accounting and related processes and software.
Preferred Qualifications:
Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.
Pay: U.S. Pay Range: $8,007.29/month - $14,413.11/month
Additional Details: Application Criteria: Upload current copy of Resume (Microsoft Word or PDF format only) and answer job screening questionnaire by July 14th, 2025 at 5pm EST as this will be the deadline to apply for this role.
Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.
Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.
Applicants have rights under Federal Employment Laws:
- Know Your Rights
- Pay Transparency
- Family and Medical Leave Act (FMLA)
- Employee Polygraph Protection Act
E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:
