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Knowledge and Policy Manager – Global Industrial
Softcard (acquired by Google). Own the North American HR knowledge management strategy, governance model, standards, taxonomy, and content lifecycle .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in HR Knowledge Management and Policy Management, with a focus on governance, content lifecycle, and compliance across North America. Proficient in utilizing ServiceNow and Workday to enhance employee experience and ensure alignment with HR policies and practices.
Highest-signal resume keywords
Knowledge Management StrategyPolicy Management FrameworkServiceNow Knowledge Base DesignWorkday HCM ExperienceStakeholder Engagement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Knowledge ManagementPolicy ManagementContent Lifecycle ManagementGovernanceSearch OptimizationAnalyticsProject ManagementContent Design StandardsComplianceHR Operations
Soft Skills
Strong WritingEditingFacilitationAnalytical SkillsAttention to Detail
Tools & Technologies
ServiceNowWorkdayGenerative AIVirtual AgentsAutomation
Certifications & Qualifications
Knowledge Management CertificationProject Management CertificationChange Management Certification
Industry Keywords
HR PoliciesEmployee CommunicationsComplianceMulti-Jurisdiction EnvironmentStakeholder Review
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Own the North American HR knowledge management strategy, governance model, standards, taxonomy, and content lifecycle
- Establish roles and requirements for content owners, authors, reviewers, and approvers across intake, publishing, review, archiving, and version control
- Lead the design and optimization of the ServiceNow knowledge base to improve findability, usability, accuracy, and self-service adoption
- Ensure knowledge articles align with HR policies, Workday-enabled processes, case-management practices, and employee support requirements
- Use ServiceNow data, search behavior, case trends, feedback, and analytics to identify gaps and improve employee and manager experience
- Own the end-to-end HR policy management framework for the United States, Canada, and Mexico
- Partner with HR, Legal, Compliance, Employee Relations, Payroll, Benefits, and business leaders to develop and maintain compliant HR policies
- Establish policy architecture, templates, metadata, approval authorities, review cycles, exception protocols, version control, and records-retention practices
- Monitor regulatory and business changes and coordinate policy updates, impact assessment, stakeholder review, and deployment
- Maintain traceability across policies, country-specific requirements, procedures, ServiceNow articles, Workday processes, forms, and employee communications
- Apply plain-language, accessibility, branding, and content-design standards
- Conduct scheduled and risk-based content reviews and lead remediation of conflicting, duplicative, outdated, or missing content
- Develop training, tools, and guidance for policy owners, knowledge authors, HR service teams, and contributors
- Promote self-service through communications, stakeholder engagement, feedback mechanisms, and change adoption
- Manage demand, priorities, work plans, risks, and dependencies for knowledge and policy initiatives
- Define and report content health, review completion, search success, article usefulness, policy compliance, self-service adoption, and case-deflection measures
- Lead cross-functional governance forums and routines
- Partner with HR Process Excellence, People Systems, HR Service Delivery, and Data & Reporting teams to improve end-to-end HR services
- Evaluate generative AI, search, automation, and virtual-agent capabilities with appropriate governance and human oversight
- Lead, coach, and develop assigned team members or contributors and build a network of HR content owners
- Occasional travel may be required to support stakeholders across North America
Requirements
What you’ll need- Bachelor’s degree in Human Resources, Business Administration, Information Science, Communications, Public Policy, or a related field, or equivalent experience
- 7+ years of progressive experience spanning knowledge management, policy management, HR operations, HR shared services, employee communications, compliance, or related disciplines
- Demonstrated experience with both knowledge management and policy management, including governance, content lifecycle, ownership, review, approval, publishing, version control, and continuous improvement
- Experience developing or managing HR policies in a multi-jurisdiction environment and partnering with Legal, Compliance, and HR subject-matter experts
- Experience designing and operating enterprise knowledge bases, taxonomies, metadata, search, and self-service content
- Strong writing, editing, facilitation, analytical, project management, and stakeholder-influence skills
- Ability to translate complex legal, policy, process, and system information into clear, actionable content for varied audiences
- Demonstrated judgment, attention to detail, and ability to manage competing priorities in a complex, matrixed environment
- Hands-on experience with ServiceNow Knowledge Management and HR case management, including content governance, analytics, search optimization, and employee self-service
- Experience with Workday HCM and the alignment of policy, knowledge, business processes, and employee-facing guidance
- Knowledge of HR policy and employment-practice considerations across the United States, Canada, and Mexico
- Experience in a large, multi-site industrial, distribution, or service organization
- Professional certification or advanced training in knowledge management, records or information management, human resources, compliance, project management, or change management
- Experience applying AI-enabled search, virtual agents, workflow automation, or content intelligence within a governed HR environment
Benefits
Comp & perks- Options for healthcare coverage
- 401(k)
- Tuition reimbursement
- Vacation pay
- Sick pay
- Holiday pay