Senior HR Content Specialist

RaceTrac; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

RaceTrac seeks a Senior HR Content Specialist to create and maintain employee-facing knowledge for HR self-service across ServiceNow HRSD and EmployeeWorks. You will partner with HR SMEs, Content Owners, and Centers of Excellence to ensure accurate content throughout its lifecycle, applying governance, plain-language writing, and search optimization.

You will also design AI-enabled content experiences, analyze content performance, and drive improvements to improve findability and self-service

Qualifications

• Five to seven years of experience in Human Resources, Communications, Content Management, Knowledge Management, or a related field.
• Experience creating and maintaining employee-facing content.
• Strong writing, editing, proofreading, and communication skills.

Responsibilities

• HR Knowledge Content Management: manage content in ServiceNow HRSD and EmployeeWorks across the lifecycle.
• Content Partnership & Governance: lead reviews, align with governance standards, clarify ownership and timing.
• Employee Self-Service & Content Optimization: write clear, searchable content to support self-service.
• AI-Enabled Content Experiences: design content for AI-powered experiences and review AI interactions.
• Content Analytics & Continuous Improvement: analyze performance and prioritize updates.

Skills

Content management

HR knowledge content

Strong writing

Editing

Stakeholder management

Tools

ServiceNow HRSD

EmployeeWorks

Job description

RaceTrac Company Overview Job Description:

The Senior HR Content Specialist creates and maintains the employee-facing knowledge content that supports HR self-service for more than 16,000 employees. This role partners with HR subject matter experts, HR Content Owners, Centers of Excellence, and the ServiceNow HRSD Product Owner to ensure employees can easily find accurate, helpful information through ServiceNow HRSD and EmployeeWorks. The role manages HR knowledge content throughout its lifecycle, from drafting and review through approval, publishing, auditing, optimization, and retirement. The Senior HR Content Specialist applies content governance, plain-language writing, search optimization, and knowledge-management practices to improve content quality, consistency, findability, and usefulness. This role also uses content-performance data, search trends, employee feedback, and AI interactions to identify opportunities that strengthen self-service and AI-powered employee experiences.

What You'll Do

HR Knowledge Content Management

Manage HR knowledge content in ServiceNow HRSD and EmployeeWorks, including creating, updating, publishing, auditing, and retiring content. Maintain accurate, current, employee-facing content across the full knowledge-content lifecycle. Organize and structure content to improve usability, consistency, and employee access to HR information. Support HR initiatives and projects through timely content creation, updates, and communication support.

Content Partnership & Governance

Partner with HR Content Owners and Centers of Excellence to ensure content accurately reflects HR policies, programs, and processes. Lead content reviews, approvals, and publishing activities in alignment with established governance standards. Develop and apply content standards, templates, review practices, and knowledge-management processes that improve quality and consistency. Clarify ownership, review timing, approvals, and required actions with content stakeholders.

Employee Self-Service & Content Optimization

Create and optimize employee-facing content that is clear, concise, searchable, accessible, and designed to support self-service. Write content that helps employees understand HR information and take the appropriate next action with minimal assistance. Apply plain-language, search, metadata, taxonomy, and content-design practices to improve findability and comprehension. Recommend content enhancements and self-service improvements to HR stakeholders and the ServiceNow HRSD Product Owner.

AI-Enabled Content Experiences

Design and maintain content that supports AI-powered employee experiences and virtual-assistant interactions. Use AI-enabled tools, when appropriate, to support content drafting, editing, formatting, and quality review. Review AI interactions and employee questions to identify content gaps, unclear information, and opportunities to improve responses. Apply sound judgment and established standards when using AI tools with HR content.

Content Analytics & Continuous Improvement

Analyze content performance, search trends, employee feedback, and AI interactions to identify opportunities for improvement. Use available data and insights to prioritize content updates and measure whether changes improve self-service outcomes. Identify outdated, duplicative, low-value, or difficult-to-find content and recommend revision, consolidation, replacement, or retirement. Share content insights, risks, and recommendations with HR stakeholders and the ServiceNow HRSD Product Owner.

What We’re Looking For

Five to seven years of experience in Human Resources, Communications, Content Management, Knowledge Management, or a related field. Experience creating and maintaining employee-facing content. Demonstrated ability to work independently, manage competing priorities with minimal direction, and drive content initiatives from concept through execution. Strong writing, editing, proofreading, and communication skills. Excellent attention to detail and organizational skills. Strong relationship-building skills and the ability to work effectively with stakeholders across Human Resources and the business. Interest in learning and using AI tools to improve content quality and efficiency. Fueled by Growth, Driven by You At RaceTrac, our people make the difference. Whether you’re working in a store, at our corporate office, or on the road, you’ll be part of a team that brings energy, innovation, and a passion for serving others every day. We support each other, celebrate wins big and small, and create opportunities for growth at every level. With four operating divisions RaceTrac, RaceWay, Energy Dispatch, and Gulf - there’s always a new challenge to take on and a new path to pursue. Join us and discover how far your career can go. To see what #LifeatRaceTrac is like, visit our LinkedIn, Facebook, and Instagram pages.

Responsibilities:

HR Knowledge Content Management Manage HR knowledge content in ServiceNow HRSD and EmployeeWorks, including creating, updating, publishing, auditing, and retiring content. Maintain accurate, current, employee-facing content across the full knowledge-content lifecycle. Organize and structure content to improve usability, consistency, and employee access to HR information. Support HR initiatives and projects through timely content creation, updates, and communication support. Content Partnership & Governance Partner with HR Content Owners and Centers of Excellence to ensure content accurately reflects HR policies, programs, and processes. Lead content reviews, approvals, and publishing activities in alignment with established governance standards. Develop and apply content standards, templates, review practices, and knowledge-management processes that improve quality and consistency. Clarify ownership, review timing, approvals, and required actions with content stakeholders. Employee Self-Service & Content Optimization Create and optimize employee-facing content that is clear, concise, searchable, accessible, and designed to support self-service. Write content that helps employees understand HR information and take the appropriate next action with minimal assistance. Apply plain-language, search, metadata, taxonomy, and content-design practices to improve findability and comprehension. Recommend content enhancements and self-service improvements to HR stakeholders and the ServiceNow HRSD Product Owner. AI-Enabled Content Experiences Design and maintain content that supports AI-powered employee experiences and virtual-assistant interactions. Use AI-enabled tools, when appropriate, to support content drafting, editing, formatting, and quality review. Review AI interactions and employee questions to identify content gaps, unclear information, and opportunities to improve responses. Apply sound judgment and established standards when using AI tools with HR content. Content Analytics & Continuous Improvement Analyze content performance, search trends, employee feedback, and AI interactions to identify opportunities for improvement. Use available data and insights to prioritize content updates and measure whether changes improve self-service outcomes. Identify outdated, duplicative, low-value, or difficult-to-find content and recommend revision, consolidation, replacement, or retirement. Share content insights, risks, and recommendations with HR stakeholders and the ServiceNow HRSD Product Owner.

Qualifications:

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. Working at RaceTrac, Inc. (RTI) will surprise you! We are more than just a convenience store business. RTI is made up of five operating divisions: RaceTrac, RaceWay, Gulf, Inc, and Energy Dispatch. While there are many different teams that keep our business running each day, we can guarantee you a few things if you join one of our teams - we never stop learning and we are constantly innovating, improving, and trying new things. There is never a dull day.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Working at RaceTrac, Inc. (RTI) will surprise you! We are more than just a convenience store business. RTI is made up of five operating divisions: RaceTrac, RaceWay, Gulf, Inc, and Energy Dispatch. While there are many different teams that keep our business running each day, we can guarantee you a few things if you join one of our teams - we never stop learning and we are constantly innovating, improving, and trying new things. There is never a dull day.