ServiceNow HRSD Portal Lead

Job Overview

The ServiceNow HRSD Knowledge Manager is responsible for designing the methodology for the global ServiceNow Knowledge Management implementation, managing existing HR knowledge, and driving continuous improvement within ServiceNow HRSD (HR Service Delivery).

The Knowledge Manager ensures that HR knowledge is accurate, current, consistent, searchable, appropriately governed, and easy for employees and HR teams to use. The role owns knowledge governance, lifecycle management, content standards, quality assurance, knowledge structure, reporting, optimization, technical configuration required for managing knowledge platform and continuous improvement.

This role works closely with HR Knowledge Owners, Subject Matter Experts (SMEs), Knowledge Authors, HR Service Delivery teams, and HRSD Superusers to manage the complete knowledge lifecycle.

The Knowledge Manager also plays an important role in ensuring that HR knowledge is optimized for Employee Center Pro, HR Case Management, enterprise search, and Now Assist.

Job Responsibilities:

• Manage the HR Knowledge Lifecycle: Own and coordinate the end-to-end HR knowledge management process within ServiceNow HRSD.
• Maintain Knowledge Quality: Define quality metrics and ensure HR knowledge meets established content standards before publication and throughout its lifecycle.
• Manage Knowledge Governance: Implement and maintain the HR Knowledge Management governance framework, including clear roles and expectations for knowledge owners, knowledge authors, SMEs, approvers, HRSD superusers, and other contributors.
• Manage Knowledge Structure in ServiceNow: Maintain the functional organization of HR knowledge within ServiceNow HRSD, partner with the ServiceNow platform team on required technical configuration, and ensure content is structured consistently for easy discovery by employees and HR agents.
• Optimize Knowledge for Employee Center Pro: Ensure employee-facing HR knowledge provides an effective self-service experience through Employee Center Pro. The objective is to help employees find the right answer without needing to submit an HR case whenever possible.
• Support Now Assist and AI-Enabled Experiences: Ensure HR knowledge is optimized for Now Assist and other AI-enabled HR capabilities, and monitor knowledge-base health and effectiveness to identify improvement opportunities.
• Support Knowledge Authors and Owners: Serve as the primary point of contact for HR Knowledge Authors and Knowledge Owners. Provide coaching and training to improve the quality and consistency of HR knowledge.

Desired Candidate Profile:

• Experience with Knowledge Management, preferably within HR or Shared Services.
• Experience using ServiceNow Knowledge Management and/or ServiceNow HRSD.
• Strong understanding of content lifecycle and knowledge governance.
• Ability to convert complex HR information into clear, employee-friendly content.
• Strong attention to detail and content quality.
• Experience working with SMEs and content owners.
• Ability to manage multiple articles, owners, reviews, and deadlines simultaneously.
• Ability to interpret knowledge and search analytics and translate findings into improvements.

Competencies