Service Knowledge Manager

ADP, Inc.; Staines-upon-Thames, Cheadle; Hybride; GBP 60 000 - 90 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Knowledge management

Content governance

Documentation management

Written communication

Stakeholder management

Planning & project management

Microsoft Office

Formation

Bachelor’s degree in Learning & Development or HR

Outils

Microsoft Office

Knowledge management systems

Description du poste

Job Title: Service Knowledge Manager

Department: Operational Excellence – Services

Location: Our Staines or Cheadle office

Closing date: 19th October

Hybrid working: 3 days in office and 2 days from home

We are seeking a Service Knowledge Manager to join our Operational Excellence team within the Services organization. This role is responsible for the governance, development, maintenance, and continuous improvement of ADP’s Enterprise Knowledge Management (EKM) platform, ensuring associates have access to accurate, current, and accessible operational knowledge. The successful candidate will establish knowledge governance standards, partner with business stakeholders and subject matter experts to maintain high-quality content, and drive knowledge-sharing practices across the organization. This role will also support the knowledge and content strategy for the Services Academy and may deliver Academy training to new associates and existing teams when required.

Key Responsibilities

• Own and manage the content on the Enterprise Knowledge Management (EKM) platform, ensuring content is accurate, current, compliant, and easily accessible.
• Establish and maintain knowledge management governance, standards, processes, and content lifecycle management practices.
• Partner with Operational Excellence, Service Delivery Leaders, Quality teams, and Subject Matter Experts (SMEs) to create, review, approve, and maintain operational knowledge content.
• Lead the knowledge and content strategy for the Services Academy, ensuring onboarding programmes, role-based learning paths, and development initiatives are supported by accurate, current, and accessible knowledge resources.
• Deliver Service Academy training sessions for new associates and existing teams as required, ensuring consistent knowledge transfer and alignment with operational standards, processes, and best practices.
• Ensure all knowledge articles, process documentation, and procedural guides align with Standard Operating Procedures (SOPs), compliance requirements, and client-specific workflows.
• Conduct regular content audits and reviews to identify gaps, outdated information, duplication, and opportunities for knowledge improvement.
• Drive adoption and effective use of EKM through communication, engagement, and knowledge-sharing initiatives.
• Monitor knowledge management metrics and user feedback to assess content effectiveness and recommend improvements.
• Support change management activities by ensuring knowledge content is updated following policy, process, legislative, system, or client changes.
• Develop and maintain templates, standards, and best practices for knowledge creation to ensure consistency and ease of use.
• Partner with leaders to identify recurring knowledge gaps and implement knowledge-centred solutions that improve operational performance and service quality.

Skills and Competencies

• Strong knowledge management, content governance, and documentation management capability.
• Excellent written communication skills with the ability to translate complex operational processes into clear and user-friendly content.
• Strong stakeholder management and collaboration skills.
• Exceptional planning, organisation, and project management skills.
• Proficiency in knowledge management systems, Microsoft Office and collaboration tools.
• Analytical thinking with a focus on continuous improvement and operational effectiveness.
• Attention to detail and commitment to content quality, accuracy, and compliance.

Preferred Qualifications

• Bachelor’s degree in Learning & Development, HR or related field
• Minimum of 3 years’ experience in payroll operations or payroll L&D, preferably in a shared service or managed services environment.
• Experience administering enterprise knowledge management platforms and content repositories.
• Experience supporting learning programmes, onboarding initiatives, or training content development.
• Strong interpersonal, communication, and coaching skills.
• Ability to manage multiple initiatives in a fast-paced, deadline-driven environment.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.