Knowledge Management Specialist Lead

Rutgers University; New Brunswick (NJ); Hybrid; USD 71,000 - 109,000; Full time

Benefits offered by this job

Medical, dental coverage

Paid vacation and holidays

Competitive retirement benefits

Educational benefits

Job summary

Rutgers University, The State University of New Jersey, seeks a Knowledge Management Lead for the R-PATH department within University Human Resources (UHR). The role supports organizing, maintaining, and improving knowledge resources used by employees and HR professionals across the university.

You'll lead the Knowledge Management Team, coordinate activities, ensure content accuracy, and drive AI-enabled self-service solutions while partnering with subject matter experts and technical teams to

Qualifications

• Bachelor’s degree in Human Resources, Communications, Information Management, Instructional Design, Business Administration, or a related field.
• Minimum of two years' experience in knowledge management, content development, information management, HR service delivery, or related field.
• Experience coordinating projects in a complex organization; strong writing and communication skills.

Responsibilities

• Serves as an operational lead for the Knowledge Management Team and acts as the primary backup to the Knowledge and Systems Process Manager.
• Coordinates daily knowledge management activities, provides guidance to team members, and ensures delivery of knowledge management services across UHR.
• Supports UHR-wide knowledge management initiatives, including the employee-facing knowledge base, support center knowledge resources, and AI-enabled self-service tools.
• Works with subject matter experts, support teams, and technical partners to keep knowledge content accurate, accessible, consistent, and actionable.
• Oversees knowledge quality, coordinates content governance, supports AI-response validation, and drives continuous improvement for employee self-service and efficiency.
• Communicates trends, risks, and improvement opportunities to leadership.

Skills

Knowledge management

Project coordination

Technical writing

Stakeholder collaboration

Education

Bachelor's degree in HR/Info Mgmt/Business Admin

Tools

ServiceNow

Salesforce

Oracle HCM

Job description

Rutgers, The State University of New Jersey is a leading national research university and the State of New Jersey’s preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses.

For two consecutive years, Rutgers is ranked on Forbes’ list of America’s Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication’s 2023 list. Rutgers’ commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation’s military veterans, and ensuring accessibility and accommodation for individuals with disabilities.

University Human Resources ( UHR ) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent.

Posting Summary

Rutgers, The State University of New Jersey is seeking a Knowledge Management Specialist Lead for the R- PATH department within University Human Resources. The main responsibility of this role is to support University Human Resources ( UHR ) in organizing, maintaining, and improving knowledge resources and systems used by employees, HR professionals, and support teams throughout the university. Among the key duties of the position are the following:

• Serves as an operational lead for the Knowledge Management Team and functions as the primary backup to the Knowledge and Systems Process Manager.
• Working collaboratively with the Manager, coordinates daily knowledge management activities, provides guidance and direction to team members, and helps ensure the successful delivery of knowledge management services across UHR.
• Under the direction of the Knowledge and Systems Process Manager, supports UHR-wide knowledge management initiatives, including the employee-facing knowledge base, support center knowledge resources, and AI-enabled self-service tools.
• Works closely with subject matter experts, support teams, and technical partners to ensure knowledge content remains accurate, accessible, consistent, and actionable.
• Oversees knowledge quality, coordinating content governance activities, supporting AI-response validation processes, and driving continuous improvement efforts that enhance employee self-service and operational effectiveness.
• Communicates trends, risks, improvement opportunities, and significant knowledge changes to the Knowledge and Systems Process Manager and Support Service Center Leadership.

FLSA

FLSA Exempt

Grade

Grade 05

Salary Details

Minimum Salary

Minimum Salary 71447.000

Mid Range Salary 90435.000

Maximum Salary

Maximum Salary 109422.000

Offer Information

The final salary offer may be determined by several factors, including, but not limited to, the candidate’s qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university’s broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent.

Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include:

• Medical, prescription drug, and dental coverage
• Paid vacation, holidays, and various leave programs
• Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options
• Employee and dependent educational benefits (when applicable)
• Life insurance coverage
• Employee discount programs

Position Status

Full Time

Working Hours

Standard Hours

Standard Hours 37.50

Daily Work Shift

Work Arrangement

Consistent with the current application of Rutgers Policy 60.3.22 or the applicable provisions of relevant collective negotiations agreements, this position may be eligible for a hybrid work arrangement. Flexible work arrangements are not permanent, subject to change or discontinuation, and contingent on the employee receiving approval in the FlexWork@RU Application System.

Union Description

Administrators Confidential

Payroll Designation

PeopleSoft

Terms of Appointment

Staff - 12 month

Position Pension Eligibility

ABP

Qualifications

Minimum Education and Experience

• Bachelor’s degree in Human Resources, Communications, Information Management, Instructional Design, Business Administration, or a related field; or an equivalent combination of education and relevant experience.
• Minimum of two (2) years of experience in knowledge management, content development, information management, HR service delivery, employee support operations, or a related field.

Certifications/Licenses

Required Knowledge, Skills, and Abilities

• Experience coordinating projects, initiatives, or work activities in a complex organizational environment.
• Working knowledge of Human Resources programs, processes, policies, and terminology.
• Strong writing, editing, proofreading, and communication skills with the ability to translate complex policy or technical information into clear, user-friendly content.
• Experience working with knowledge management platforms, content management systems, and service management tools such as ServiceNow, Salesforce, Oracle HCM , or similar technologies.
• Demonstrated ability to establish and maintain content standards, governance practices, and quality control processes.
• Experience utilizing AI-assisted productivity tools, enterprise search technologies, knowledge search platforms, or digital workplace solutions while exercising sound judgment and validating results.
• Strong analytical and problem-solving skills with the ability to identify trends, evaluate information, and implement process improvements.
• Ability to manage multiple priorities, coordinate competing deadlines, and maintain a high level of accuracy and attention to detail.
• Demonstrated ability to collaborate effectively with technical and non-technical stakeholders.
• Strong organizational, planning, and project coordination skills.
• Ability to provide leadership, guidance, coaching, and support to team members while fostering a collaborative and customer-focused work environment.
• Detail-oriented with excellent organizational and project management skills.

Preferred Qualifications

• Experience providing lead work direction, mentoring, training, coaching, or project coordination responsibilities.
• Experience supporting Human Resources shared services, contact center, employee service center, or customer support operations.
• Advanced knowledge of knowledge management methodologies, governance frameworks, taxonomy development, content architecture, and information organization.
• Experience supporting AI-enabled self-service solutions, chatbot technologies, conversational AI platforms, or enterprise search tools.
• Experience developing metrics, dashboards, and reporting related to content effectiveness and knowledge utilization.
• Knowledge of ServiceNow Knowledge Management and Employee Center functionality.
• Experience participating in system implementations, process improvement initiatives, or organizational change management efforts.
• Advanced organizational skills and understanding of basic project management principles.
• Demonstrated experience managing multiple priorities at once, with attention to accuracy and detail.
• Advanced knowledge of content management, including creating knowledge management structures, indexing, and creating taxonomies.
• Experience with web content development, HTML , and digital accessibility standards (e.g., WCAG 2.1 and ADA compliance) to create and maintain accessible, user-friendly knowledge content.
• Demonstrated experience working with content management systems.
• Superior ability to communicate effectively and professionally both verbal and written.
• Self-starter who can deliver quality work with minimal supervision.
• Ability to quickly adapt and successfully pivot when changing business needs and requests are presented.
• Willingness to learn and actively seek out information to better maintain, update, and store materials.

Physical Demands and Work Environment

Special Conditions

Posting Number

26ST2115

Region Campus

Home Location Campus

Rutgers University - New Brunswick

City

New Brunswick

State

NJ

Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement

Required Documents

• Resume/CV

Optional Documents

• Cover Letter/Letter of Application
• List of Professional References (contact Info)

Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address: Non-Discrimination-Statement .

In compliance with the Americans with Disabilities Act (ADA) and the New Jersey Law Against Discrimination (NJLAD), if you have a disability and would like to request an accommodation with regard to your access to and/or your participation in the application and selection processes (for example, the online application process or interviews), please call 848-932-3973 or e-mail us .

Rutgers University is an equal access/equal opportunity institution. If you have trouble accessing this page because of a disability, please contact us at 732.745.7378 or via email at [e-mail] .

Rutgers University participates in the E-Verify program as required by law. Learn more about the E-Verify program .

For technical assistance with the applicant tracking system (login, filling out your application, resetting your password, etc.) please contact the ROCS Help Desk at 848-932-4444 or [e-mail] .

To learn more about Rutgers University’s commitment to diversity and inclusion on its campuses, click here .