The HR Knowledge Management Coordinator plays an important role in delivering an exceptional team member experience through HR knowledge content delivery. This is an opportunity to help build a creative, scalable, world-class knowledgebase allowing our team members to have access to well-informed and consistent resources and information. The successful candidate will be customer obsessed with a continuous improvement attitude and a commitment to improving the self-service experience.

ESSENTIAL FUNCTIONS

• Support an exceptional team member experience by maintaining the HR Knowledgebase and preparing clear, concise and accurate HR-related content with appropriate keywords/metadata for multiple personas
• Create, modify, and maintain HR knowledge articles that will capture the attention of the target audience in collaboration with an internal network of subject matter experts
• Use data, employee feedback, and in-depth research on topics and processes to develop accurate content
• Proofread content for errors and inconsistencies, and edit existing content to improve readability and visual appeal
• Lead efforts to enhance HR Service Center support and the team member experience by evaluating support queues to identify FAQs and standard operating procedures (SOPs) that need to be developed or updated
• Perform gap analysis to identify knowledge needs and implement enhancements
• Implement HR knowledgebase governance process, including content structure and ongoing review
• Stay abreast of organizational processes, standard operating procedures, and policies and proactively manage updates to knowledgebase content
• Approve knowledge submissions and respond to knowledgebase feedback
• Advocate use of the HR Knowledgebase and solicit contributions within and across functional areas
• Monitor and evaluate the HR knowledgebase program to ensure the quality and quantity of knowledge articles meets expectations and needs of the business
• Continuously measure effectiveness through data, and report on use of knowledgebase and other related performance metrics
• Additional duties and responsibilities as assigned

QUALIFICATIONS

• Bachelor's degree in Communications, Business Administration, Human Resources, or related field required
• 3+ years of experience working in Human Resources with responsibility for content creation
• Experience with ServiceNow knowledgebase strongly preferred
• Familiarity with HR policies and procedures
• Ability to understand, discuss, and implement metrics and results
• Excellent writing and editing skills, with a deep understanding of proper grammar and creating compelling stories
• Thrives in a fast-paced environment and ability to operate with flexibility
• Ability to manage deadlines and multiple deliverables simultaneously
• Exceptional interpersonal skills allowing for clear, concise written and verbal communication with internal and external groups
  Ability to deliver under tight deadlines; resourceful and solution-oriented
• Demonstrated use of proper judgement and the ability to protect confidential information
• Ability to work effectively independently and collaboratively across different functions at all levels of the organization
• Strong organizational skills with exceptional follow through and attention to detail
• Strong business acumen; ability to understand complex functions in depth
• Ability to coach others that do not directly report into the role with strength to drive progress while managing expectations
• Bilingual Spanish preferred