HR Knowledge Management Specialist

Trane Italia•Davidson, NC

1d•Hybrid

About The Position

The HR Technology Enablement & Knowledge Management position is crucial for optimizing the global HR technology ecosystem, which includes ServiceNow HR Service Delivery, Workday, and other related platforms. This role ensures that HR teams and employees can effectively utilize HR technologies by developing high-quality content, driving the adoption of enhancements, supporting change initiatives, and maintaining robust governance and process standards. The specialist will collaborate closely with HR Technology, HR Operations, IT, Communications, and business leaders to foster consistent processes, enable self-service, and enhance the user experience across the global HR community.

Requirements

Bachelor’s degree in Human Resources, Business, Communications, Information Systems, or related fields.
3+ years of experience in HR Technology, HR Operations, Knowledge Management, or Change Management roles.
Experience the ServiceNow HR Service Delivery platform or similar knowledge base management tool, with a working understanding of case management and portal management.
Experience with Workday or similar global HRIS platforms.
Strong writing, content development, and documentation skills.
Experience with knowledge management or case management systems.
Ability to translate complex technical concepts into simple, user-friendly materials.
Strong stakeholder management and communication skills.

Responsibilities

Ownership of global governance and standard work used by subject matter experts and the contributor population to develop HR knowledge articles and process documentation.
Maintain and optimize HR knowledge articles, process documentation, and self-service content across global platforms, aligning content to employee self-service, case deflection, and employee experience goals.
Partner with subject matter experts to ensure content accuracy, consistency, and alignment with global HR processes.
Drive accountability for actionable and user-friendly content optimized for self-service.
Apply taxonomy, metadata, and tagging standards to improve searchability and relevance.
Monitor knowledge performance metrics and implement improvements to increase deflection and user satisfaction.
Stay current on industry best practices, tools, and trends in knowledge management and employee experience.
Partner with the HR Technology Applications team to assess ServiceNow, Workday, and related platform enhancements, release updates, and new features, and build an action plan to:
Maintain a knowledge backlog and roadmap, prioritizing enhancements based on technical and business priorities.
Evaluate user impact, identify change and training needs, and support global rollout plans.
Support communication planning and execution for system updates, process changes, and new technology deployments.
Develop adoption materials such as release notes, job aids, quick-start guides, and learning content.
Track (adoption) metrics and collaborate with stakeholders to address barriers.
Support the ongoing work around meaningful KPIs throughout the project lifecycle, as well as for ongoing technology work (focus on quality, speed, compliance, experience).
Ensure knowledge readiness for evolving digital employee experience by preparing and optimizing knowledge content for AI-powered tools, virtual agents, and automated workflows.
Serve as a liaison between technical teams and HR stakeholders to simplify and translate complex technical information.
Develop and enforce knowledge governance frameworks (content standards, templates, and writing guidelines) to ensure clarity, consistency, and usability.
Support the creation and continuous improvement of global HR technology governance frameworks, including decision rights, intake processes, and prioritization standards.
Assist with defining and documenting global (end-to-end) HR processes that align with system capabilities and compliance requirements.
Identify and propose solutions for bottlenecks caused by manual work, unclear ownership, or poor system use.
Partner with cross functional and cross-regional teams to ensure process consistency, reduce exceptions, and drive standardization.
Support root-cause analysis, quality reviews, and improvement initiatives for case management, workflows, and HR transactions.
Ensure our team and systems remain audit-ready (maintain clear documentation on e.g. process flows, role definitions, business process frameworks, support with audit-related questions, and maintaining and improving our security design).
Work closely with HR Operations, COEs, HR Technology product owners, and regional teams to ensure alignment on process and system changes.
Collaborate with IT, Communications, and Learning teams to ensure a cohesive approach to HR technology enablement.
Supports building out a ‘global technology representatives’ community of practice, where we foster a close collaboration and learning with/from our different regions, including a two-way communication on regional (process) needs, future enhancement (timeline), key deliverables, metrics achievement, due dates, etc.
Provide consultative support to project teams implementing new HR technologies or expanding existing platforms.