Knowledge & Content Strategy Manager

Jobtailor; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Jobtailor is seeking an experienced Knowledge Management professional to lead the HR knowledge architecture across ServiceNow, SharePoint, and content portals. You will drive governance, templates, and content standards while coordinating with HR technology and COEs to deliver AI-enabled employee self-service experiences.

The role requires 7+ years in HR knowledge management or related fields, with strong analytics, stakeholder engagement, and cross-functional leadership.

Qualifications

• Experience in knowledge management and information architecture in a complex environment.
• Hands-on ServiceNow knowledge base management including taxonomy and analytics.
• Experience governing HR content across SharePoint, portals, and ServiceNow.
• Working knowledge of HR domains such as benefits, payroll, policy, and lifecycle processes.
• Technical fluency with platforms, search, AI, and digital workplace teams.
• Ability to lead cross-functional workstreams and influence senior stakeholders.

Responsibilities

• Design and maintain HR knowledge architecture across ServiceNow, SharePoint, portals, and content repositories.
• Establish content governance including intake, review, publishing, and retirement cycles.
• Lead governance forums to keep HR content current and compliant across policy variations.
• Partner with HR Tech, platform owners, and COEs to craft employee information strategy.
• Use analytics and content metrics to identify gaps and improve self-service adoption.
• Lead content inventory, cleanup, migration, and ongoing maintenance across HR repositories.
• Ensure content is structured for AI tools, search experiences, chatbots, and portals.
• Enable owners and SMEs through training, standards, and templates.
• Define and report success measures such as freshness, search success, deflection, and adoption.

Skills

Knowledge Management

Information Architecture

HR Content Strategy

ServiceNow Knowledge Base

Taxonomy Development

Content Lifecycle

Analytics

Change Management

Stakeholder Engagement

Cross-Functional Leadership

Plain-Language Communication

Education

Bachelor’s degree in HR, Business, Communications, Information Management, Knowledge Management, or related field

Tools

ServiceNow

SharePoint

Chatbot

AI Tools

Employee Portals

Job description

Responsibilities

• Design and maintain the HR knowledge architecture across ServiceNow, SharePoint, portals, and other content repositories, including taxonomy, metadata, article templates, and content standards
• Establish content governance covering intake, review, approval, publishing, version control, retirement, ownership, and review cycles
• Lead COE and OpCo governance forums to keep HR content current, accurate, compliant, and aligned to local, regional, and OpCo policy variations
• Partner with HR Technology, ServiceNow platform owners, Internal Communications, COEs, and OpCos to create a persona-relevant employee information strategy
• Use ServiceNow analytics, SharePoint usage, search, chatbot, case trends, employee feedback, and content quality metrics to identify gaps and improve self-service adoption
• Lead content inventory, cleanup, harmonization, migration, and ongoing maintenance across HR repositories
• Ensure knowledge content is structured and connected for AI tools, search experiences, chatbots, portals, and employee-facing channels
• Enable HR content owners and SMEs through training, writing standards, templates, office hours, and practical guidance
• Define and report success measures including content freshness, search success, case deflection, article quality, adoption, employee satisfaction, and reduced repeat inquiries

Requirements

• Experience in knowledge management, information architecture, and HR content strategy in a complex, matrixed environment
• Hands‑on experience managing, implementing, or optimizing a ServiceNow knowledge base, including taxonomy, workflows, ownership models, user criteria, metadata, analytics, and content lifecycle management
• Experience governing HR content across SharePoint, portals, ServiceNow, and other repositories for employee self‑service, search, chatbot, and AI‑enabled experiences
• Working knowledge of HR domains including benefits, compensation, employee relations, talent acquisition, payroll, policy, manager support, and employee lifecycle processes
• Technical fluency with platform, portal, SharePoint, search, chatbot, AI, reporting, digital workplace, and HR technology teams
• Ability to lead cross‑functional workstreams, influence senior stakeholders, drive adoption, and hold partners accountable without direct authority
• Strong analytical, change management, stakeholder engagement, and plain‑language communication skills
• Bachelor’s degree in Human Resources, Business, Communications, Information Management, Knowledge Management, or related field; equivalent experience considered
• 7+ years of experience in HR operations, HR shared services, knowledge management, employee experience, HR technology, internal communications, or related function
• 3+ years leading knowledge management, content governance, HR service delivery, or employee self‑service initiatives in a complex organization
• Experience with ServiceNow HR Service Delivery, employee portals, knowledge bases, case management, or related HR service platforms strongly preferred
• Experience working across global or multi‑business‑unit environments with regional policy variation, compliance requirements, and diverse employee personas

Core Competencies

Demonstrates expertise in knowledge management and information architecture, particularly within HR content strategy, ensuring compliance and alignment with organizational policies. Proficient in leveraging ServiceNow and SharePoint for effective content governance and employee self‑service solutions.

Highest-signal resume keywords

• Knowledge Management
• ServiceNow Knowledge Base Management
• Content Governance
• HR Content Strategy
• Stakeholder Engagement

ATS Optimization Keywords

Hard Skills

• Information Architecture
• Content Lifecycle Management
• Taxonomy Development
• Analytics
• Change Management
• Content Quality Metrics
• Employee Experience
• HR Operations
• Case Management
• Digital Workplace

Soft Skills

• Analytical Skills
• Plain‑Language Communication
• Influencing Skills
• Cross‑Functional Leadership
• Training and Guidance

Industry Keywords

• HR Technology
• Employee Lifecycle Processes
• Compliance Requirements
• Benefits
• Talent Acquisition

Tools & Technologies

• ServiceNow
• SharePoint
• Chatbot
• AI Tools
• Employee Portals