Knowledge Management Lead | Bridgetowne, Quezon City

HGS; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

HGS in Manila seeks a Knowledge Management Manager to lead hands-on creation of knowledge articles, SOPs, and process documents for HR People Operations. You will own the knowledge base, set standards, and coordinate with SMEs and stakeholders to keep content accurate and up-to-date.

This role requires strong English writing, experience with ServiceNow HRSD, and the ability to publish, govern versions, and drive quarterly recertifications. On-site with US-shifting schedules.

Qualifications

• Proven track record in technical writing, SOP development, or content authoring within HR operations or shared services.
• Exceptional written English and ability to translate HR policies into clear instructions.
• Experience authoring and publishing in ServiceNow HRSD Knowledge Management/Agent Workspace.
• Familiarity with HR lifecycle events including onboarding, background checks, and compliance processes.
• Strong stakeholder management to collaborate with onshore SMEs, offshore teams, and training.

Responsibilities

• Lead authoring of knowledge articles, SOPs, process maps, FAQs, and email templates.
• Coordinate with SMEs, Compliance, and Legal for approvals before publishing.
• Manage version control, publication workflows, and retirement of obsolete content.
• Maintain knowledge SLAs and draft approved updates.
• Conduct quarterly reviews and recertifications of articles and procedures.
• Identify gaps from AskHR cases and draft missing documentation.

Skills

Technical writing

SOP development

Content authoring

HR operations

ServiceNow HRSD

Workday

Knowledge management

Tools

ServiceNow HRSD

Workday workflows

Job description

Be part of a Pioneer Account as a Knowledge Management Manager!

Role Objective

Serve as the hands‑on lead author and owner of the knowledge base, standard operating procedures (SOPs), and process documentation for the account’s HR People Operations. This role combines content strategy with direct drafting and writing to ensure all employee-facing articles and internal operational playbooks are accurate, clear, approved, and fully up to date across the account’s knowledge systems.

Key Responsibilities

• Hands-on Content Authoring & Creation:
• Directly write, draft, and format end-to-end knowledge articles, desktop procedures/SOPs, process maps, FAQs, and email response templates.
• Take raw inputs from the account’s SMEs, policy documentation, and existing wiki pages to build clear, step‑by‑step operational job aids.
• Documentation Governance & Approvals:
• Route all newly drafted and updated content through the account’s People Operations, Compliance, and Legal for formal review and sign‑off prior to publishing.
• Manage version control, publication workflows and retirement of obsolete content.
• SLA Compliance & Content Maintenance:
• Maintain knowledge SLAs , including drafting and publishing approved critical updates.
• Conduct scheduled reviews and recertifications of existing articles and procedures at least quarterly.
• Gap Analysis & Content Expansion:
• Review unresolved or undocumented AskHR cases and repeat contact drivers to write new, missing documentation from scratch.
• Gather feedback from frontline HR Process Associates and the Training team to continuously refine and expand the article inventory.

Requirements

• Experience: Proven track record in technical writing, SOP development, or content authoring within HR operations or shared services.
• Writing & Communication: Exceptional written English skills, with the ability to turn complex HR policies into simple, structured, and actionable instructions.
• Systems: Direct, hands‑on experience authoring and publishing within ServiceNow HRSD (Knowledge Management/Agent Workspace); familiarity with Workday workflows.
• HR Acumen: Familiarity with core HR lifecycle events, including onboarding, case triage, background check workflows, and compliance processes.
• Collaboration: Strong stakeholder management skills to partner directly with the onshore SMEs, offshore process associates, and the training team.
• Work set up: Fully onsite following a US shifting schedule