Knowledge & SOPs Lead, HR Ops (Onsite)

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

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.