Senior HR Self-Service Experience & Knowledge Lead

Providence; Washington; On-site; USD 105,000 - 165,000; Full time

Job summary

Providence seeks a Senior HR Program Manager to lead digital experiences and knowledge management for caregiver self-service tools. You will align with Human Resources, Information Services, and Communications to ensure clear, accessible experiences across portals and knowledge bases.

Responsibilities include content strategy, taxonomy development, and UX improvements driven by data and feedback. Collaboration with vendors and stakeholders is essential to deliver seamless caregiver support.

Qualifications

• 5 years of proven experience creating content across multiple channels (web, portal, mobile, chat, or other digital platforms).
• Bachelor’s degree in English, Journalism, Communications, Marketing, Design, Human Resources, Information Science, or related field.
• Experience translating complex information into clear, concise, user-friendly content and experiences.
• Experience using HTML and CSS to configure content and experiences within ServiceNow or similar platforms.
• Strong written and verbal communication, collaboration, organizational, and project management skills.
• Strong analytical and problem-solving skills with the ability to use data to drive improvements.

Responsibilities

• Lead the strategy, governance, and continuous improvement of digital experiences and knowledge management practices.
• Develop and manage content 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 for self-service success.
• Translate complex policies, processes, and programs into user-friendly content.
• Use data, analytics, and user feedback to identify opportunities and drive improvements.
• Analyze user journeys and collaborate with technical teams to implement experience improvements.
• Configure, maintain, and optimize experiences and knowledge resources within ServiceNow or related platforms.

Skills

Content strategy

Content creation across channels

Communication skills

Project management

Analytical skills

User-focused content design

Education

Bachelor’s degree in English, Journalism, Communications, Marketing, Design, Human Resources, Information Science, or related field

Tools

HTML

CSS

ServiceNow

Job description

Providence seeks a Senior HR Program Manager to lead digital experiences and knowledge management for caregiver self-service tools. You will align with Human Resources, Information Services, and Communications to ensure clear, accessible experiences across portals and knowledge bases.

Responsibilities include content strategy, taxonomy development, and UX improvements driven by data and feedback. Collaboration with vendors and stakeholders is essential to deliver seamless caregiver support.