People & Culture Service Delivery Specialist

People & Culture Service Delivery Specialist

We're pioneers in our field and relentless in our pursuit of excellence.  Aristocrat is an ideas company at heart, which means innovation is embedded into every aspect of our business.  Whether we're designing sleek new cabinets, premium game content or award-winning systems, we apply fresh thinking and creativity to deliver the world's greatest gaming experience, every day. With cool new titles, such as Game of Thrones TM, Sons of Anarchy and Lightning Link along with our award-winning app Heart of Vegas, we're continually pushing the bar of creativity. ​

What You'll Do

• Handle the entire lifecycle of knowledge base content in ServiceNow, from creation to retirement.

• Work with SMEs and content owners to develop and maintain HR knowledge articles, SOPs, and other employee and agent-facing documentation on any site where content may be ingested by a chatbot or other systems (ServiceNow, Sharepoint, etc).

• Ensure all content adheres to defined standards, templates, and governance guidelines and conduct regular content audits to guarantee accuracy, relevance, and completeness.

• Support quality initiatives by identifying content gaps and improving efficiency.

• Track and analyze content performance and usage metrics and implement improvements based on insights.

• Collaborate with P&C Intelligence team and content owners to enhance chatbot responses by updating, adding or removing content.

• Continuously improve content to boost self-service adoption and reduce case volumes.

• Partner with the ServiceNow Product Owner to support platform improvements and roadmap priorities.

• Support the development and maintenance of taxonomy, tagging, and search optimization strategies.

• Improve content findability and usability based on employee search behavior.

• Act as a knowledge article point of contact.

What We're Looking For

• Bachelor’s degree or equivalent experience.

• Over 2 years of experience in P&C Operations, Knowledge Management, Content Management, or a related position.

• Proficiency with case management tools, preferably ServiceNow.

• Partner with cross-functional team members and lead training and enablement sessions to ensure effective understanding and use of knowledge content.

• Strong English written and verbal communication skills

• High attention to detail and a structured approach to work.

• Experience in P&C Shared Services or an international service delivery setting preferred.

• Exposure to Workday or other HR systems is a plus.

• Experience with chatbot/virtual agent or self-service tools is a plus

Note: Work hours are primarily aligned to U.S. time zones to support cross-functional collaboration.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

None

Additional Information

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.

Experience Level

Mid Level