Enterprise Knowledge Manager — Content Governance & Training

ADP, Inc.; Staines-upon-Thames, Cheadle; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

ADP is seeking a Service Knowledge Manager to govern, develop and maintain the Enterprise Knowledge Management (EKM) platform for the Services organization. The role focuses on knowledge governance, content lifecycle, and collaboration with SMEs to ensure accurate, current operational knowledge.

The role also supports the Services Academy strategy, delivering training and ensuring knowledge content aligns with SOPs and client workflows across ADP.

Qualifications

• Strong knowledge management, content governance and documentation management capabilities.
• Excellent written communication skills translating complex processes into clear content.
• Strong stakeholder management and collaboration skills.
• Exceptional planning, organisation and project management skills.
• Proficiency in knowledge management systems and collaboration tools.

Responsibilities

• Own and manage content on the Enterprise Knowledge Management (EKM) platform, ensuring accuracy and accessibility.
• Establish governance, standards, processes and content lifecycle management.
• Collaborate with Operational Excellence, Service Delivery Leaders, Quality teams and SMEs to create, review and maintain content.
• Lead knowledge strategy for the Services Academy and support onboarding and learning paths.
• Deliver Services Academy training sessions for new and existing teams.
• Ensure knowledge content aligns with SOPs, compliance and client workflows.
• Conduct regular content audits to identify gaps and improvements.
• Drive adoption and engagement of the EKM platform.
• Monitor metrics and feedback to improve content effectiveness.
• Support change management by updating knowledge after policy or system changes.
• Develop templates and best practices for knowledge creation.

Skills

Knowledge management

Content governance

Documentation management

Written communication

Stakeholder management

Planning & project management

Microsoft Office

Education

Bachelor’s degree in Learning & Development or HR

Tools

Microsoft Office

Knowledge management systems

Job description

ADP is seeking a Service Knowledge Manager to govern, develop and maintain the Enterprise Knowledge Management (EKM) platform for the Services organization. The role focuses on knowledge governance, content lifecycle, and collaboration with SMEs to ensure accurate, current operational knowledge.

The role also supports the Services Academy strategy, delivering training and ensuring knowledge content aligns with SOPs and client workflows across ADP.