Job Description

As a People Content Specialist, you will contribute to an effortless employee experience and drive self-service by supporting the build-out and day-to-day maintenance of our knowledge base in ServiceNow. In this highly collaborative role, you will work closely with the Knowledge Manager, Content Specialists, and Content Owners to maintain and continuously improve our People information, ensuring it is easily accessible to our 20,000+ employees.

What You'll Do:

• Manage a backlog of content priorities to ensure quality, availability, and searchability to promote employee self-service
• Support the roll-out of new content with global and regional content owners to ensure we have relevant, high-quality information
• Monitor content performance metrics and feedback to prioritize content initiatives
• Develop content templates and microsites to enable employee self-service and ensure content stays organized, interactive, searchable, and relevant
• Provide training and support to Content Owners, ensuring they have the knowledge, tools, and skills to contribute and maintain engaging content
• Participate in overall efforts aimed at improving global content management tools, including ServiceNow platform features, and be proactive in providing feedback

Basic Qualifications:

• Minimum of 3+ years of relevant experience (content management, strategy, editing experience)
• Ability to simplify complex content to promote self-service

Preferred Qualifications:

• Knowledge Management: 3+ years of experience in Knowledge/Content Management or Strategy, Information Architecture, or Communications
• ServiceNow experience: 1 to 3 years of relevant experience using ServiceNow for knowledge management (knowledge blocks, knowledgebase management, audience visibility)
• Intermediate HTML or CSS knowledge to create/edit content templates
• Understanding of search engine optimization principles to enhance content
• Proven stakeholder management experience with strong communication skills both written and verbal
• A flexible self-starter with the ability to prioritize and drive projects to completion under tight deadlines
• An eye for effective UX/UI, a customer-centric mindset, and full commitment to creating a positive user experience
• Well-developed project management skills

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