Enterprise Knowledge Manager: Content & Academy Lead

ADP; Cheadle; On-site; GBP 55,000 - 85,000; Full time

Job summary

ADP is seeking a Service Knowledge Manager to govern and enhance our Enterprise Knowledge Management (EKM) platform. You will partner with Operational Excellence, Service Delivery Leaders, and SMEs to maintain high-quality content and drive knowledge-sharing across the Services organization.

You will lead the Services Academy knowledge strategy, support onboarding programmes, and deliver training as needed, ensuring alignment with SOPs and client workflows.

Qualifications

• Bachelor's degree in Learning & Development, HR or related field (required)
• Experience administering enterprise knowledge management platforms and content repositories
• Strong written and verbal communication, with ability to translate complex processes into clear content
• Experience supporting learning programmes, onboarding initiatives, or training content development

Responsibilities

• Own and manage content on the Enterprise Knowledge Management platform, ensuring accuracy and accessibility.
• Establish and maintain knowledge governance, standards, processes, and lifecycle management.
• Collaborate with SMEs to create, review, approve, and maintain operational knowledge content.
• Lead Services Academy knowledge strategy and employee onboarding learning paths.
• Deliver Services Academy training sessions for new and existing teams as needed.
• Ensure content aligns with SOPs, compliance, and client-specific workflows.
• Conduct regular content audits to identify gaps and update information.
• Drive adoption of the EKM through communications and engagement initiatives.
• Monitor metrics and feedback to improve content effectiveness and usefulness.
• Support change management by updating content after policy or system changes.
• Develop templates and best practices for consistent knowledge creation.

Skills

Knowledge management

Content governance

Stakeholder management

Project management

Attention to detail

Communication skills

Training content development

SOP adherence

Analytical thinking

Education

Bachelor's degree in Learning & Development, HR or related field

Tools

Microsoft Office

Collaboration tools

Job description

ADP is seeking a Service Knowledge Manager to govern and enhance our Enterprise Knowledge Management (EKM) platform. You will partner with Operational Excellence, Service Delivery Leaders, and SMEs to maintain high-quality content and drive knowledge-sharing across the Services organization.

You will lead the Services Academy knowledge strategy, support onboarding programmes, and deliver training as needed, ensuring alignment with SOPs and client workflows.