ServiceNow HR Service Delivery Knowledge Manager

TE Connectivity India Pvt Ltd; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Competitive compensation

Performance bonuses

Health and wellness programs

Employee stock purchase

Job summary

TE Connectivity seeks a ServiceNow HRSD Portal Lead to design and govern global HR knowledge management within ServiceNow HRSD. You will ensure knowledge is accurate, current, and easily discoverable, aligning with governance and lifecycle standards.

You will collaborate with SMEs, owners, and HRSD teams to optimize content for Employee Center Pro and AI-enabled experiences, guiding authors and ensuring high-quality knowledge assets across the organization.

Qualifications

• Knowledge Management experience within HR or Shared Services.
• Experience with ServiceNow Knowledge Management and HRSD.
• Strong understanding of content lifecycle and governance.
• Ability to translate complex HR information into clear, employee-friendly content.

Responsibilities

• Design the methodology for global ServiceNow Knowledge Management implementation.
• Manage HR knowledge: accuracy, currency, governance and searchability.
• Own governance framework with clear roles for owners, authors, SMEs, approvers, and superusers.
• Maintain knowledge structure in ServiceNow; coordinate with platform team on configuration.
• Optimize Knowledge for Employee Center Pro to enable self-service.
• Support Now Assist and AI-enabled experiences; monitor knowledge health and effectiveness.
• Coach and train Knowledge Authors and Owners to improve quality and consistency.

Skills

Knowledge Management

ServiceNow HRSD

Content governance

Content authoring

SME coordination

Tools

ServiceNow

Job description

ServiceNow HRSD Portal Lead

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

Job Overview

The ServiceNow HRSD Knowledge Manager is responsible for designing the methodology for the global ServiceNow Knowledge Management implementation, managing existing HR knowledge, and driving continuous improvement within ServiceNow HRSD (HR Service Delivery). The Knowledge Manager ensures that HR knowledge is accurate, current, consistent, searchable, appropriately governed, and easy for employees and HR teams to use. The role owns knowledge governance, lifecycle management, content standards, quality assurance, knowledge structure, reporting, optimization, technical configuration required for managing knowledge platform and continuous improvement. This role works closely with HR Knowledge Owners, Subject Matter Experts (SMEs), Knowledge Authors, HR Service Delivery teams, and HRSD Superusers to manage the complete knowledge lifecycle. The Knowledge Manager also plays an important role in ensuring that HR knowledge is optimized for Employee Center Pro, HR Case Management, enterprise search, and Now Assist.

Job Responsibilities

• Manage the HR Knowledge Lifecycle: Own and coordinate the end-to-end HR knowledge management process within ServiceNow HRSD.
• Maintain Knowledge Quality: Define quality metrics and ensure HR knowledge meets established content standards before publication and throughout its lifecycle.
• Manage Knowledge Governance: Implement and maintain the HR Knowledge Management governance framework, including clear roles and expectations for knowledge owners, knowledge authors, SMEs, approvers, HRSD superusers, and other contributors.
• Manage Knowledge Structure in ServiceNow: Maintain the functional organization of HR knowledge within ServiceNow HRSD, partner with the ServiceNow platform team on required technical configuration, and ensure content is structured consistently for easy discovery by employees and HR agents.
• Optimize Knowledge for Employee Center Pro: Ensure employee-facing HR knowledge provides an effective self-service experience through Employee Center Pro. The objective is to help employees find the right answer without needing to submit an HR case whenever possible.
• Support Now Assist and AI-Enabled Experiences: Ensure HR knowledge is optimized for Now Assist and other AI-enabled HR capabilities, and monitor knowledge-base health and effectiveness to identify improvement opportunities.
• Support Knowledge Authors and Owners: Serve as the primary point of contact for HR Knowledge Authors and Knowledge Owners. Provide coaching and training to improve the quality and consistency of HR knowledge.

Desired Candidate Profile

• Experience with Knowledge Management, preferably within HR or Shared Services.
• Experience using ServiceNow Knowledge Management and/or ServiceNow HRSD.
• Strong understanding of content lifecycle and knowledge governance.
• Ability to convert complex HR information into clear, employee-friendly content.
• Strong attention to detail and content quality.
• Experience working with SMEs and content owners.
• Ability to manage multiple articles, owners, reviews, and deadlines simultaneously.
• Ability to interpret knowledge and search analytics and translate findings into improvements.

Competencies Values

• Integrity
• Accountability
• Inclusion
• Innovation
• Teamwork

About TE Connectivity

TE Connectivity plc (NYSE: TEL) is a global industrial technology leader creating a safer, sustainable, productive, and connected future. As a trusted innovation partner, our broad range of connectivity and sensor solutions enable the distribution of power, signal and data to advance next-generation transportation, energy networks, automated factories, data centers enabling artificial intelligence, and more. Our more than 90,000 employees, including 10,000 engineers, work alongside customers in approximately 130 countries. In a world that is racing ahead, TE ensures that EVERY CONNECTION COUNTS.

Learn more at www.te.com and on LinkedIn , Facebook , WeChat, Instagram and X (formerly Twitter).

What TE Connectivity Offers

• Competitive Salary Package
• Performance-Based Bonus Plans
• Health and Wellness Incentives
• Employee Stock Purchase Program
• Community Outreach Programs / Charity Events
• Employee Resource Group

Experience Level

Senior Level