Job Description

Title: Knowledge Manager or Knowledge Management Specialist (HR focus) (JP23281) Austin, TX- 78759 12 months Hybrid role (2-3 days onsite every week) Working Hours: FT, 40 hours a week Pre-Screen Questions: "Can you walk me through your experience working with HR systems, including which platforms you've used and which HR functions (e.g., payroll, onboarding, performance, benefits) you've supported? " Purpose: Confirms both platform experience (Workday, SAP, Oracle, etc.) and breadth across multiple HR areas. "Tell me about a time you helped automate or improve an HR process. What was your role, what steps did you take, and what was the outcome? " Purpose: Validates hands-on process improvement and system testing/implementation experience. "How have you ensured compliance and smooth adoption when rolling out a new HR system or process? " Purpose: Checks understanding of HR compliance requirements and change management/adoption skills. Important Compliance Notes Position Summary: JP23281, People Solutions Knowledge Enablement & Automation Analyst Description: We are seeking a collaborative, detail-oriented analyst to elevate the quality and effectiveness of HR knowledge and digital self-service. This role supports both internal team knowledge (runbooks, SOPs, decision trees) and employee-facing content (policies, how-tos, portal articles, chatbot responses). You will help improve the outputs—not own the knowledge base—by coordinating with content owners, COEs, and technology partners to refine, tag, localize, and test content and conversational flows. In addition, you will serve as a project assistant on People Solutions transformation initiatives, supporting planning, coordination, and execution. The goal: increase accuracy, containment, and successful task completion in our digital agent, while making internal knowledge clearer, findable, and up to date. Key Responsibilities: Knowledge enablement (internal and employee-facing) Partner with content owners to review, refine, and standardize internal team knowledge (SOPs, job aids, decision trees) and employee-facing articles; ensure clarity, consistency, and findability without assuming system ownership. Apply and recommend taxonomy, tagging, metadata, and light governance practices; coordinate review cadences and stakeholder sign-offs. Coordinate localization/translation and country variants with regional HR and Legal; track updates and expirations. Maintain a content change log and surface gaps, duplicates, and ambiguities to owners with recommended fixes. Digital agent and conversational content support Help design and refine intents, utterances, and simple dialog flows for the chatbot; propose content tweaks and escalation rules to improve accuracy and containment. Monitor conversational analytics and user feedback; summarize insights and propose prioritized content or flow adjustments to owners/tech teams. Support task administration scenarios (e.g., time-off entries/corrections, basic manager/cost center changes, supervisory org creation) by documenting steps, guardrails, and user guidance; partner with Technology to validate feasibility. Testing, quality, and compliance coordination Plan and execute UAT/regression testing for knowledge updates, chatbot changes, and minor HR tech releases; draft test scripts, track defects, and confirm fixes. Coordinate with Privacy, Legal, and Security to ensure content and automations meet compliance requirements; maintain evidence and approvals. Project assistant for transformation initiatives Support People Solutions Leaders and project managers with scoping, timelines, RAID logs, communications, and stakeholder coordination. Prepare meeting materials, notes, and action trackers; follow up to drive closure on tasks. Assist with light process mapping (Visio or similar) and documentation of current/future states. Training, adoption, and support Draft concise job aids, micro-learning content, and release notes; deliver demos or office hours to HR teams and end users. Maintain FAQs and quick-reference guides for new features or content changes. Metrics and continuous improvement Track and report KPIs (e.g., answer accuracy, containment/deflection, task success rate, search effectiveness, content freshness). Build simple dashboards or decks (Excel/Power BI basics, PowerPoint) to share trends and recommended actions with stakeholders. Required Qualifications: 3–5 years in HR Technology/HRIS, HR operations, knowledge/content enablement, or service delivery; HR domain familiarity (time, payroll, onboarding, benefits, performance/learning). Demonstrated experience improving knowledge content or help-center materials (structure, tagging, versioning, localization) without direct platform ownership. Exposure to conversational AI/chatbots or virtual assistants and basic conversational design concepts. Proficiency with Microsoft 365 (Excel for analysis, PowerPoint for storytelling, Word for documentation; Visio or similar for process flows). Medium project management capability: planning, prioritization, task tracking, communications, and stakeholder coordination. Experience supporting UAT/regression testing and documenting outcomes. Preferred Qualifications: Familiarity with HR platforms (e.g., Workday, Service Now or similar HCM) and basic configuration or security awareness. Understanding of analytics for knowledge/chatbot performance (intent coverage, search terms, containment, CSAT). Experience coordinating localization/translation and working across multiple countries/time zones. Exposure to low-code/workflow/RPA tools for simple task automation; comfortable documenting functional requirements and test cases. Basic prompt design or GenAI-assisted content curation experience with strong human-in-the-loop review.

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