Knowledge Management Analyst, People Operations

jeffersonhealth; Philadelphia (Philadelphia County); On-site; USD 70,000 - 90,000; Full time

Job summary

Jefferson Health is seeking a Knowledge Management Analyst to lead the creation, governance, and optimization of People Operations documentation and workflows. You will ensure SOPs, knowledge articles, and process docs are accurate, current, and accessible across stakeholders and systems.

This role partners with SMEs and technology teams to translate institutional knowledge into structured content that supports service quality, automation readiness, and continuous improvement.

Qualifications

• 2–5 years of experience in knowledge management, documentation, HR operations, or related field.
• Experience developing SOPs, process maps, or knowledge content in cross-functional environments.
• Strong written and verbal communication skills and ability to translate complex processes into clear content.

Responsibilities

• Own and govern the HR Shared Services documentation framework with SOP creation and governance.
• Ensure documentation is accurate, current, compliant, and accessible across knowledge bases and AI tools.
• Audit knowledge repositories to prevent outdated or conflicting content.
• Design and map end-to-end HR workflows to drive consistency, scalability, and automation readiness.
• Partner with People Operations to align documentation with standardized processes and service delivery models.

Skills

Knowledge mgmt

Documentation

Process mapping

Stakeholder mgmt

Analytical thinking

Written/verbal comms

Education

Bachelor's Degree

High School Diploma

HR/Business degree

Tools

Visio

ServiceNow HRSD

Job description

Number of Positions In Requisition

0

Job Details

The Knowledge Management Analyst is responsible for the creation, governance, and continuous optimization of People Operations documentation, content, and workflow design. This role ensures that standard operating procedures (SOPs), knowledge articles, and process documentation are accurate, current, and accessible across stakeholders, systems, and AI-enabled platforms. Beyond documentation, this role plays a critical part in designing and mapping end-to-end workflows, identifying systemic risks and recurring failure patterns, and enabling operational consistency at scale. The Knowledge Management Analyst partners closely with subject matter experts (SMEs), People Operations, and technology teams to translate institutional knowledge into structured, consumable content that drives service quality, automation readiness, and continuous improvement.

Job Description

Summary

The Knowledge Management Analyst is responsible for the creation, governance, and continuous optimization of People Operations documentation, content, and workflow design. This role ensures that standard operating procedures (SOPs), knowledge articles, and process documentation are accurate, current, and accessible across stakeholders, systems, and AI-enabled platforms. Beyond documentation, this role plays a critical part in designing and mapping end-to-end workflows, identifying systemic risks and recurring failure patterns, and enabling operational consistency at scale. The Knowledge Management Analyst partners closely with subject matter experts (SMEs), People Operations, and technology teams to translate institutional knowledge into structured, consumable content that drives service quality, automation readiness, and continuous improvement.

Job Duties

• Own and govern the HR Shared Services documentation framework, including SOP creation, version control, governance standards, and content lifecycle management (creation, maintenance, retirement)
• Ensure all documentation is accurate, current, compliant, and accessible across knowledge bases, systems, and AI-driven tools
• Proactively audit and maintain knowledge repositories to prevent outdated, duplicate, or conflicting content
• Design and map end-to-end HR workflows to drive operational consistency, scalability, and automation readiness
• Partner with People Operations and process owners to align documentation with standardized processes and service delivery models
• Identify recurring failure patterns, process breakdowns, and systemic risks through analysis of operational data and trends
• Conduct root cause analysis on documentation gaps contributing to errors or inefficiencies; recommend corrective actions
• Partner with subject matter experts to translate complex or tribal knowledge into clear, standardized, and consumable content
• Develop structured communications and documentation to support process changes, system updates, and service adoption
• Establish and track key performance indicators (e.g., SOP adoption, knowledge utilization, content accuracy, risk reduction)
• Influence process owners and stakeholders to adopt documentation standards and maintain content integrity without direct authority

Minimum Qualifications

• High School Diploma/GED
• 2 years to 5 years of experience in knowledge management, documentation, HR operations, process improvement, or a related field
• Experience developing SOPs, process maps, or knowledge content in a complex, cross-functional environment
• Strong experience creating, structuring, and maintaining SOPs, workflow documentation, and knowledge base content
• Ability to translate complex processes into clear, user-friendly documentation and structured content
• Strong analytical and problem-solving skills, with the ability to identify trends and root causes
• Familiarity with knowledge management tools, content management systems, and process mapping tools (e.g., Visio)
• Understanding of AI/GenAI concepts and how structured content supports automation and self-service experiences
• Excellent written and verbal communication skills
• Strong stakeholder management and influencing skills without direct authority
• High attention to detail, organization, and commitment to accuracy and governance

Preferred Qualifications

• Bachelor's Degree in Human Resources, Business, Communications, Information Management, or related field
• Experience working within HR Shared Services, ServiceNow HRSD, or similar case management environments

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the ri