Knowledge Management Analyst, People Operations

Jefferson Health Plans•Philadelphia, PA

1d•Onsite

About The Position

The Knowledge Management Analyst is responsible for the creation, governance, and continuous optimization of People Operations documentation, content, and workflow design. This role ensures that standard operating procedures (SOPs), knowledge articles, and process documentation are accurate, current, and accessible across stakeholders, systems, and AI-enabled platforms. Beyond documentation, this role plays a critical part in designing and mapping end-to-end workflows, identifying systemic risks and recurring failure patterns, and enabling operational consistency at scale. The Knowledge Management Analyst partners closely with subject matter experts (SMEs), People Operations, and technology teams to translate institutional knowledge into structured, consumable content that drives service quality, automation readiness, and continuous improvement.

Requirements

High School Diploma/GED
2 years to 5 years of experience in knowledge management, documentation, HR operations, process improvement, or a related field
Experience developing SOPs, process maps, or knowledge content in a complex, cross-functional environment
Strong experience creating, structuring, and maintaining SOPs, workflow documentation, and knowledge base content
Ability to translate complex processes into clear, user-friendly documentation and structured content
Strong analytical and problem-solving skills, with the ability to identify trends and root causes
Familiarity with knowledge management tools, content management systems, and process mapping tools (e.g., Visio)
Understanding of AI/GenAI concepts and how structured content supports automation and self-service experiences
Excellent written and verbal communication skills
Strong stakeholder management and influencing skills without direct authority
High attention to detail, organization, and commitment to accuracy and governance

Nice To Haves

Bachelor’s Degree in Human Resources, Business, Communications, Information Management, or related field
Experience working within HR Shared Services, ServiceNow HRSD, or similar case management environments

Responsibilities

Own and govern the HR Shared Services documentation framework, including SOP creation, version control, governance standards, and content lifecycle management (creation, maintenance, retirement)
Ensure all documentation is accurate, current, compliant, and accessible across knowledge bases, systems, and AI-driven tools
Proactively audit and maintain knowledge repositories to prevent outdated, duplicate, or conflicting content
Design and map end-to-end HR workflows to drive operational consistency, scalability, and automation readiness
Partner with People Operations and process owners to align documentation with standardized processes and service delivery models
Identify recurring failure patterns, process breakdowns, and systemic risks through analysis of operational data and trends
Conduct root cause analysis on documentation gaps contributing to errors or inefficiencies; recommend corrective actions
Partner with subject matter experts to translate complex or tribal knowledge into clear, standardized, and consumable content
Develop structured communications and documentation to support process changes, system updates, and service adoption
Establish and track key performance indicators (e.g., SOP adoption, knowledge utilization, content accuracy, risk reduction)
Influence process owners and stakeholders to adopt documentation standards and maintain content integrity without direct authority