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As the askHR Knowledge Content Lead, you’ll own how HR knowledge is governed, published, and continuously improved across the askHR Employee Portal. You’ll work closely with HR content owners, HR Operations, Employee Experience teams, and IT to ensure employees can easily find accurate, consistent, and trusted HR information—supporting a scalable, high‑quality employee experience.

This role blends hands‑on knowledge management with strategic partnership. You’ll guide content owners through governance and review cycles, serve as the ServiceNow Knowledge Management subject matter expert, and use data and insights to improve content quality, findability, and self‑service outcomes.

In this role, you will:

Lead HR knowledge governance and review cycles

• Manage bi‑annual and annual review cycles, ensuring content is validated, current, and compliant

• Partner with content owners to support timely updates and governance requirements

• Maintain dashboards and reporting to track completion, content aging, and overall knowledge health

Set and uphold knowledge standards

• Enforce standards for templates, tone, accessibility, taxonomy, and lifecycle management

• Review and approve knowledge articles in ServiceNow HRSD for accuracy, clarity, and consistency

• Maintain version control and publishing discipline across the knowledge base

Oversee ServiceNow Knowledge Management for askHR

• Serve as the ServiceNow Knowledge Management subject matter expert

• Manage workflows, approvals, metadata, taxonomy, permissions, and article lifecycles

• Partner with IT to resolve issues and optimize workflows

• Stay current on platform enhancements and recommend improvements that support HR service delivery

Improve search, findability, and employee self‑service

• Optimize tagging, metadata, taxonomy, and article structure to improve discoverability

• Analyze search behavior, trends, and gaps to guide continuous improvement

Manage portal content and HR campaigns

• Govern Employee Portal assets such as microsites, quick links, and campaigns

• Partner with stakeholders to coordinate HR campaigns, messaging, scheduling, and engagement reporting

Enable stakeholders and drive continuous improvement

• Train and support HR content owners through documentation, onboarding, and best‑practice guidance

• Use case trends, search analytics, and employee feedback to identify self‑service opportunities

• Report on key metrics such as content quality, workflow performance, and engagement to inform decisions

• Bachelor’s degree in Human Resources, Information Management, Communications, Digital Content, or a related field, or equivalent experience

• 3–6 years of experience in knowledge management, HR portal content, or related digital content roles

• Experience working with ServiceNow HRSD Knowledge Management or similar enterprise content platforms

• Strong writing, editing, and documentation skills with a clear, consistent, employee‑focused voice

• Understanding of governance models, workflow approvals, and structured review cycles

• Ability to analyze content metrics, search data, and user behavior to drive measurable improvements

• Familiarity with enterprise content strategy, UX/UI fundamentals, and digital employee experience principles

• Highly organized and able to manage multiple priorities and stakeholders across HR domains

• Strong collaboration skills, including the ability to influence without direct authority

• Experience supporting large‑scale or global HR operations or shared service environments

• Experience managing portal assets such as microsites, campaigns, and other portal content in a decentralized content model

UL LLC has been and will continue to be an equal opportunity employer. To assure full implementation of this equal employment policy, we will take steps to assure that:

Persons are recruited, hired, assigned and promoted without regard to race, color, age, sex or gender, sexual orientation, gender identity, gender expression, transgender status, religion, creed, national origin, ethnicity, citizenship, ancestry, disability, genetic information, military or veteran status, pregnancy, marital or familial status, or any other protected category under applicable law.