Sr Content Knowledge Specialist
Core
Manages and publishes People Practices customer-facing and internal content across ServiceNow and DPR Toolbox platforms, ensuring accuracy, accessibility, and alignment of knowledge articles, FAQs, SOPs, and desktop references.
Role type
Senior Content Knowledge Specialist
Builds
Knowledge articles, FAQs, SOPs, and desktop references for People Practices
Domain
Human Resources / Content Management
Required skills
Content management, Knowledge base management, SOP development, Content governance, Content editing, Performance metrics analysis, Tagging and keyword strategy, Regulatory considerations
Preferred skills
Human Resources experience, ServiceNow platform experience, Content management certification
Technologies
ServiceNow, DPR Toolbox
Responsibilities
Publishes and maintains knowledge articles, FAQs, SOPs, and desktop references; Manages content personalization through tagging and keyword strategies; Establishes and monitors review, approval, and expiration cycles; Collaborates with SMEs to develop and refine content; Reviews and edits content to enhance clarity and readability; Monitors content performance metrics and user feedback; Consolidates themes and regulatory considerations for consistency.