HRSD Product and Knowledge Lead

Overview

You will own the enterprise HR service delivery experience end to end, shaping how employees access HR services at scale. In this role, you partner with IT to steer the askHR global portal and knowledge ecosystem, driving usability, adoption, and value realization for 15,000+ employees. You’ll lead both the platform roadmap and content governance to deliver a clear, human, self-service experience. This is a chance to influence HR efficiency, risk reduction, and employee confidence across the enterprise. You will act as the accountable owner for the global HRSD platform and knowledge program, delivering measurable improvements in service delivery.

Responsibilities

• Own the enterprise HR service delivery experience end to end, including design, usability, scalability, and performance across askHR, cases, workflows, journeys, and automation.
• Set and manage the HRSD roadmap with enterprise prioritisation decisions balancing employee experience, HR capacity, technical debt, and risk.
• Serve as the primary business owner for the HRSD platform in partnership with IT, accountable for outcomes rather than configuration alone.
• Own platform health and evolution, including release impact assessment, risk evaluation, adoption strategy, and value realisation.
• Own the askHR digital experience, with full accountability for how services, content, and transactions are surfaced globally.
• Run microsite and digital change governance, setting enterprise standards for intake, prioritisation, design, and publishing cadence.
• Manage digital campaigns and portal communications to shift employee behaviour toward self-service and efficient resolution.
• Own HR knowledge strategy and quality with enterprise accountability for accuracy, compliance, and consistency across regions and HR domains.
• Lead knowledge governance and review cycles, ensuring content is validated, current, and compliant, with clear ownership and escalation paths.
• Serve as the ServiceNow Knowledge Management SME, owning enterprise design decisions related to workflows, taxonomy, metadata, permissions, and lifecycle management.
• Act as final decision authority on global knowledge standards and publishing exceptions when required.
• Use analytics to identify knowledge gaps and improvement opportunities to drive measurable change, not just reporting.
• Maintain a consistent, employee-friendly voice across all askHR content.
• Partner with regional People Operations teams to keep content current while governing local variation.
• Own reporting and insights across platform and knowledge, improving enterprise HR service delivery outcomes over time.
• Establish repeatable enterprise ways of working to reduce informal workarounds and dependency on individuals.

Key requirements

• Bachelor’s degree in HR, Business, Information Systems, Communications, Digital Content, or a related field, or equivalent experience
• Strong experience owning a digital product or enterprise platform with accountability for roadmap, prioritisation, and outcomes
• Experience with HR Service Delivery platforms such as ServiceNow, including Employee Center, case management, workflows, and knowledge management
• Strong writing, editing, and enterprise content governance skills with clear employee voice
• Strong stakeholder management skills, comfortable as single accountable owner without direct authority
• Analytical mindset with ability to use data to drive material changes in service delivery
• Practical, detail-oriented approach focused on clarity, simplicity, and employee experience

• Stakeholder management
• Strong written communication
• Cross-functional collaboration
• ServiceNow
• knowledge management
• workflows

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