Senior HR Digital Experience & Knowledge Lead (Remote)

Providence Health & Services; Renton (WA); Remote; USD 95,000 - 140,000; Full time

Job summary

Providence Health & Services seeks a Senior HR Program Manager to lead digital experiences and knowledge management across caregiver portals and self-service tools.

You will partner with HR, IT, Communications, and vendors to ensure content is clear, accessible, and aligned with standards, translating complex policies into user-friendly experiences and driving data-driven improvements.

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, and user-friendly content and experiences.
• Experience using HTML and CSS to configure, maintain, and optimize content and user experiences within ServiceNow or similar digital platforms.

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

User experience design

HTML/CSS basics

Data analytics

Collaboration

Project management

Strong communication

Education

Bachelor's degree in English, Journalism, Communications, Marketing, Design, HR or Information Science

Tools

ServiceNow

Job description

Providence Health & Services seeks a Senior HR Program Manager to lead digital experiences and knowledge management across caregiver portals and self-service tools.

You will partner with HR, IT, Communications, and vendors to ensure content is clear, accessible, and aligned with standards, translating complex policies into user-friendly experiences and driving data-driven improvements.