HR Knowledge Architect – ServiceNow & Content Design

OP RaaS; Memphis (TN); On-site; USD 97,000 - 161,000; Full time

Job summary

OP RaaS is seeking a ServiceNow HR Knowledge Manager to lead the design, maintenance, and optimization of HR knowledge content within the ServiceNow platform. The role focuses on global HR Service Delivery, ensuring content accuracy, accessibility, and user-centered design.

The candidate will manage content lifecycle, governance, and collaborate with HR SMEs, IT, and platform teams to align taxonomy and metadata. Strong writing, governance, and stakeholder management are essential.

Qualifications

• 5+ years of experience in knowledge management, content design, technical writing, or related fields.
• Strong experience managing HR knowledge within ServiceNow HR Service Delivery (HRSD) or similar platforms.
• Solid understanding of knowledge-centered service (KCS) principles, metadata/taxonomy management, and content lifecycle governance.
• Experience in content design, plain language writing, user experience, and accessibility standards.
• Ability to translate complex HR policies and processes into clear, actionable, and user-friendly content.
• Exceptional organizational skills with attention to detail and a passion for content quality.
• Strong collaboration, facilitation, and stakeholder management skills.
• Familiarity with ServiceNow reporting, performance analytics, and AI Search capabilities is a plus.
• Bachelor’s degree in HR, Communications, Information Science, or related field (or equivalent experience).

Responsibilities

• Own the end-to-end lifecycle of HR knowledge articles within ServiceNow, including creation, review, approval, publishing, maintenance, and retirement.
• Partner with HR SMEs, content contributors, and global stakeholders to ensure content accuracy, taxonomy alignment, and compliance.
• Maintain knowledge governance processes for consistency, quality, and global standards.
• Develop and monitor content KPIs (article usage, search performance, deflection rates) and drive improvements.
• Serve as liaison between HR, IT, ServiceNow platform teams, and business stakeholders for knowledge integration.

Skills

Knowledge management

Content design

Technical writing

KCS principles

Metadata & taxonomy

ServiceNow HRSD

Plain language writing

User experience

Accessibility standards

Stakeholder management

Education

Bachelor’s degree in HR/Comm/Info Science

Tools

ServiceNow

Microsoft Project

Smartsheet

Job description

OP RaaS is seeking a ServiceNow HR Knowledge Manager to lead the design, maintenance, and optimization of HR knowledge content within the ServiceNow platform. The role focuses on global HR Service Delivery, ensuring content accuracy, accessibility, and user-centered design.

The candidate will manage content lifecycle, governance, and collaborate with HR SMEs, IT, and platform teams to align taxonomy and metadata. Strong writing, governance, and stakeholder management are essential.