Lead, Digital HR Experience & Knowledge Management

Providence; New Mexico; On-site; USD 81,000 - 128,000; Full time

Job summary

Providence is seeking a Senior HR Program Manager to lead strategy for digital experiences and knowledge management that help caregivers find information and complete tasks. This role oversees caregiver-facing experiences across employee portals, knowledge bases, notifications, and other self-service tools.

Working with HR, IS, Communications, vendors, and stakeholders, you will ensure content is clear, accessible, and aligned with standards.

Qualifications

• 5 years of proven experience creating content across multiple channels (e.g., web, portal, mobile, chat, or other digital platforms).
• Experience translating complex information into clear, concise, user-friendly content.

Responsibilities

• Lead the strategy, governance, and continuous improvement of digital experiences and knowledge management practices.
• Develop and manage content and knowledge resources for employee portals, knowledge articles, notifications, and other self-service tools.
• Design and optimize caregiver experiences that simplify access to HR information, services, and support.
• Develop and maintain taxonomies, metadata standards, information architecture, and search optimization strategies to improve findability and self-service success.
• Translate complex policies, processes, and programs into user-friendly content and experiences.
• Use data, analytics, user feedback, and research to identify opportunities and drive continuous improvement.
• Analyze user journeys, gather business requirements, and collaborate with technical teams to implement experience improvements.
• Configure, maintain, and optimize experiences and knowledge resources within ServiceNow and related platforms.
• Promote knowledge sharing and ensure information remains accurate, relevant, accessible, and easy to find.

Skills

Content strategy

Knowledge management

Content creation

Digital experience

Stakeholder collaboration

Education

Bachelor's degree in English/Journalism/Communications/HR/Info Science

Tools

ServiceNow

HTML

CSS

Job description

Providence is seeking a Senior HR Program Manager to lead strategy for digital experiences and knowledge management that help caregivers find information and complete tasks. This role oversees caregiver-facing experiences across employee portals, knowledge bases, notifications, and other self-service tools.

Working with HR, IS, Communications, vendors, and stakeholders, you will ensure content is clear, accessible, and aligned with standards.