Employee Knowledge & Content Strategy Manager
At a glance
Mid-level Content Strategy role at Fortive Careers. Bengaluru South · full-time.
Pay not stated Content Strategy salary
Growth Roles summary, based on the employer's posting.
What you'll do
- You'll shape HR knowledge architecture across ServiceNow, SharePoint, portals, and other repositories
- You'll set rules for intake, review, approval, publishing, ownership, versioning, and retirement
- You'll use search, chatbot, case, feedback, and quality data to close gaps and improve self-service
- You'll coordinate content inventory, cleanup, migration, and upkeep across legacy and team-managed sources
- You'll equip content owners and subject experts with training, templates, writing guidance, and office hours
What you bring
- You bring knowledge management and information architecture experience from a complex, matrixed setting
- You've managed or improved a ServiceNow knowledge base, including taxonomy, workflows, metadata, analytics, and lifecycle controls
- You understand HR areas such as benefits, compensation, payroll, policy, employee relations, and talent acquisition
- You have at least seven years across HR operations, shared services, knowledge management, employee experience, HR technology, or communications
- You hold a bachelor's degree in a listed field, or offer equivalent experience
Who this fits
This suits someone who can align HR technology, communications, COE, and operating-company partners without direct authority. You'll work hybrid in Bengaluru South, India, across ten operating companies and Centers of Excellence, with regional policy differences and compliance requirements to manage.
From the employer
Employee Knowledge & Content Strategy Manager
Reports to: VP HR Technology and Analytics
About the Role
We're hiring a Knowledge Base Manager to build and govern the HR knowledge function across our 10 operating companies (OpCos) and Centers of Excellence (COEs). This role will define the knowledge base strategy, operating model, content standards, and governance needed to connect HR content across ServiceNow, SharePoint, portals, and other systems so employees can easily access accurate, searchable, persona-relevant information through self-service, AI-enabled tools, and other employee experience channels.
Key Responsibilities
- Design and maintain the HR knowledge architecture across ServiceNow, SharePoint, portals, and other content repositories, including taxonomy, metadata, article templates, and content standards
- Establish content governance, including intake, review, approval, publishing, version control, retirement, ownership, and review cycles
- Lead COE and OpCo governance forums to keep HR content current, accurate, compliant, and aligned to local, regional, and OpCo policy variations
- Partner with HR Technology, ServiceNow platform owners, Internal Communications, COEs, and OpCos to create a clear, persona-relevant employee information strategy
- Use ServiceNow analytics, SharePoint usage, search, chatbot, case trends, employee feedback, and content quality metrics to identify gaps, improve self-service adoption, and simplify the employee experience
- Lead content inventory, cleanup, harmonization, migration, and ongoing maintenance across existing HR repositories, including SharePoint sites, portals, legacy tools, and team-managed content sources
- Partner with HR Technology and digital workplace teams to ensure knowledge content is structured and connected for use in AI tools, search experiences, chatbots, portals, and other employee-facing channels
- Enable HR content owners and SMEs through training, writing standards, templates, office hours, and practical guidance
- Define and report success measures, including content freshness, search success, case deflection, article quality, adoption, employee satisfaction, and reduced repeat inquiries
Required Skills & Experience
- Knowledge management, information architecture, and HR content strategy experience in a complex, matrixed environment
- Hands-on experience managing, implementing, or optimizing a ServiceNow knowledge base, including taxonomy, workflows, ownership models, user criteria, metadata, analytics, and content lifecycle management
- Experience governing HR content across SharePoint, portals, ServiceNow, and other repositories so content can be reused consistently across employee self-service, search, chatbot, and AI-enabled experiences
- Working knowledge of HR domains such as benefits, compensation, employee relations, talent acquisition, payroll, policy, manager support, and employee lifecycle processes
- Technical fluency to partner with platform, portal, SharePoint, search, chatbot, AI, reporting, digital workplace, and HR technology teams
- Ability to lead cross-functional workstreams, influence senior stakeholders, drive adoption, and hold partners accountable without direct authority
- Strong analytical, change management, stakeholder engagement, and plain-language communication skills
Qualifications
- Bachelor’s degree in Human Resources, Business, Communications, Information Management, Knowledge Management, or related field; equivalent experience considered
- 7+ years of experience in HR operations, HR shared services, knowledge management, employee experience, HR technology, internal communications, or related function
- 3+ years leading knowledge management, content governance, HR service delivery, or employee self-service initiatives in a complex organization
- Experience with ServiceNow HR Service Delivery, employee portals, knowledge bases, case management, or related HR service platforms strongly preferred
- Experience working across global or multi-business-unit environments with regional policy variation, compliance requirements, and diverse employee personas
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