Knowledge and Systems Process Manager

Rutgers University • New Brunswick, NJ

35d • $82,166 - $125,837 • Hybrid

About The Position

Rutgers, The State University of New Jersey is seeking a Knowledge and Systems Process Manager for the University Human Resources (UHR) Service Center team. The Knowledge and Systems Process Manager is responsible for organizing, maintaining, and optimizing the flow of HR information within the university, ensuring accurate, accessible, and actionable knowledge is available to employees and stakeholders. This position plays a critical role in enabling employees to quickly and confidently find answers to HR-related questions by maintaining high-quality, up-to-date knowledge content. This role also works in partnership with the UHR Strategy Team and OIT to ensure the AI's responses are informed by accurate and current content.

Requirements

• Bachelor's degree preferably in Human Resources, Communications, Information Management, Instructional Design, or a related field and five years of relevant experience or an equivalent combination of education and/or experience.
• Experience in knowledge management, content development, or HR service delivery in a complex organizational setting.
• Strong writing, editing, and communication skills, with a focus on translating technical or policy information into clear, accessible content.
• Experience working with knowledge management platforms, content management systems (CMS), or service management tools (e.g., ServiceNow, Salesforce, Oracle HCM).
• Proficiency in using knowledge management systems, content management systems, and other relevant software.
• Ability to analyze information, identify knowledge gaps, and develop solutions to improve knowledge management processes.
• Proven ability to collaborate effectively across departments and with technical and non-technical stakeholders.
• Ability to manage projects, prioritize tasks, and meet deadlines.
• Ability to work effectively with others, build relationships, and foster a collaborative environment.
• Detail-oriented with excellent organizational and project management skills

Nice To Haves

• Advanced organizational skills and understanding of basic project management principles.
• Demonstrated experience managing multiple priorities at once, with attention to accuracy and detail.
• Advanced knowledge of content management, including creating knowledge management structures, indexing, and creating taxonomies.
• Demonstrated experience working with content management systems.
• Superior ability to communicate effectively and professionally both verbal and written.
• Self-starter who can deliver quality work with minimal supervision.
• Ability to quickly adapt and successfully pivot when changing business needs and requests are presented.
• Willingness to learn and actively seek out information to better maintain, update, and store materials.
• Familiarity with AI chatbots, digital self-service tools, or conversational AI systems.

Responsibilities

• Ensures that HR knowledge is readily accessible to the right people at the right time.
• Ensures the accuracy, relevance, and usability of the knowledge base that powers AI-driven self-service support.
• Works with HR professionals and other stakeholders to identify knowledge needs, capture expertise, and promote knowledge sharing.
• Partners with subject matter experts across HR, Payroll, Benefits, and related functions to create, review, and update content in the HR knowledge base.
• Assesses the effectiveness of knowledge management initiatives and making adjustments to optimize processes and systems.
• Ensures the knowledge base supports an exceptional employee experience and aligns with Rutgers' policies, procedures, and digital service strategy.
• Organizes, catalogs, and maintains all training and reference materials in a structured, user-friendly format across Rutgers' internal systems (e.g., learning management systems, HR portals, and knowledge bases).
• Develops and implements workflows for capturing, reviewing, and retiring outdated materials as needed.
• Identifies gaps in existing knowledge and collaborates with relevant stakeholders to develop new content that addresses user needs.
• Gathers and acts on feedback from end users and internal staff to refine processes, tools, and structures supporting knowledge management.
• Tracks and analyzes usage patterns of knowledge materials to inform future training priorities and process improvements.
• Conducts regular audits of knowledge assets to ensure content accuracy, consistency, and alignment with Rutgers' current practices.
• Serves as a member of the Knowledge Management Committee, guiding and overseeing the implementation and continuous improvement of knowledge management practices within the university.
• Supports staff through informal coaching, training sessions, and job aids related to creating and updating knowledge content.
• Partners with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs.

Benefits

• Medical, prescription drug, and dental coverage
• Paid vacation, holidays, and various leave programs
• Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options
• Employee and dependent educational benefits (when applicable)
• Life insurance coverage
• Employee discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Educational Services
• Number of Employees: 5,001-10,000 employees