HR Content Governance Senior Specialist

Job Description

Responsible for building, governing, and continuously optimizing HR knowledge content to power AI‑enabled HR service delivery aligned to global strategy. This role ensures HR knowledge content within the APJC (Asia-Pacific/Japan/China) region is accurate, discoverable, globally consistent, and optimized for AI consumption, enabling digital assistants, agents, and self‑service platforms to deliver high‑quality employee experiences as part of global knowledge lifecycle management.

• Own and evolve the HR knowledge content strategy aligned to AI‑enabled HR service delivery and enterprise governance standards with a focus on content within the APJC region.
• Define and enforce content governance frameworks, including roles, ownership, review cycles, approvals, and retirement processes.
• Establish clear standards for content structure, taxonomy, metadata, and lifecycle management to ensure consistency across regions and HR domains.

• Ensure HR knowledge content is structured, simplified, and optimized for AI consumption, including conversational AI, digital assistants, and agentic workflows.
• Partner with AI, digital HR, and platform teams to improve AI response accuracy, relevance, and confidence through content optimization.
• Support the translation of complex policies and processes into plain‑language, employee‑centric content that AI can reliably interpret and surface.

• Participate in global content audits and assessments using defined quality and AI‑readiness frameworks (e.g., clarity, accuracy, structure, metadata completeness).
• Identify duplication, gaps, and outdated content; drive consolidation and remediation efforts across HR knowledge repositories.
• Establish content health metrics and scorecards to measure effectiveness, usage, user satisfaction and AI performance impacts.

• Partner with HR Enterprise Services, HR Solutions, Compliance, Regional HR Service Delivery teams as well as cross-functionally (IT & Finance) to ensure globally consistent yet locally relevant knowledge content where applicable.
• Enable and coach distributed content owners and SMEs on AI‑first content design principles, templates, and standards.
• Act as the central point of coordination for translation compliance, localization, and global rollout/governance of HR knowledge updates.

• Serve as the knowledge content Lead for the APJC region working with HR knowledge platform owners for related systems (e.g., ServiceNow Knowledge, Ask HR).
• Collaborate with platform owners & HR Solutions to align content design with system capabilities and AI roadmaps.
• Support pilots and launches of new AI‑driven HR experiences by ensuring content readiness and sustainability.

• AI‑first content design and structured writing aligned to established standards
• Knowledge governance and lifecycle management
• Global stakeholder management and ability to influence decision making
• Analytical mindset with focus on measured content performance and data-driven decision making & outcomes
• Change management and enablement oversight
• Continuous improvement mindset with a proactive approach to solutioning
• Strong attention to detail with enterprise‑level rigor

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