HR Service Delivery Knowledge and Systems Lead

Presbyterian Homes & Services•Roseville, MN

23h•$61,277 - $76,565

About The Position

Presbyterian Homes & Services is seeking an HR Service Delivery Knowledge and Systems Lead to join their team. This position partners closely with HR Operations, HR Systems, and HR Service Delivery teams to translate policies and processes into clear entry points and service‑ready, authoritative content that supports the broader HR service delivery strategy. This role plays a critical foundational role in building a scalable Service Delivery model by ensuring that HR content, workflows, and supporting systems are organized, accurate, and optimized for employee self‑service, HR case resolution, and AI‑enabled support tools. Reporting Structure: The HR Service Delivery Knowledge and Systems Lead reports directly to the Director of Total Rewards and Systems or designee. This role works closely with HR Service Delivery leadership and operations partners to support the build and maturation of the HR service delivery model.

Requirements

Bachelor’s degree in Human Resources, Business, Organizational Development, or a related field, or equivalent experience.
5+ years of experience in HR operations, shared services, service delivery, knowledge management, or process enablement.
Strong understanding of HR policies, processes, and service delivery models.
Demonstrated experience developing service‑ready documentation (e.g., SOPs, FAQs, workflows, decision trees).
Experience working with HR platforms that support knowledge management, case management, or employee self‑service.
Exceptional written communication.
Exceptional cross functional collaboration, communication, and stakeholder management skills.
Process thinking and operational clarity, Influence without authority
Demonstrated compatibility with PHS’ mission and operating philosophies.

Responsibilities

Build, structure, and maintain the HR knowledge base, ensuring content is clear, accurate, and optimized for service delivery and employee self-service.
Translate HR policies, programs, and processes into service‑ready knowledge assets, including FAQs, SOPs, decision trees, and guided help content.
Establish content standards, templates, and review processes to ensure accuracy, consistency, and sustainability.
Designs and maintains foundational service delivery components such as case taxonomy, categorization, routing logic, automation inputs, escalation paths, and triage rules to support efficient resolution and consistent handoffs. Defines standard intake requirements and case closure standards to ensure cases are resolved with confidence and contribute to ongoing knowledge improvements. Partner with HR Systems and Operations to ensure knowledge and service structures are properly configured within HR platforms (e.g., case management, employee hubs, AI Agents).