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HR Knowledge & Content Manager

Date: Feb 11, 2021

Location: Hazlet, New Jersey, US, 07730

Company: IFF Family of Companies

Job Description

The Knowledge Management Lead is a key position within the HR Shared Service Center (HR SSC) a service organization that provides HR services to employees and managers throughout the organization. This position manages day to day operations and configurations required for the ServiceNow knowledge base. They are responsible for routinely updating the knowledge management database to reflect current information, ensuring consistent practices and information for all employees and managers. This position serves as the key point of contact for matters related to the HR SSC knowledge management portal.



  • Collaborate with Service Excellence leadership to develop and execute overall HR SSC knowledge management strategic plan
  • Ensure all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
  • Identify and incorporate leading practices and innovative approaches and tools for knowledge management into HR SSC operations.
Long Description


  • Manage design, development and configuration activity for the HR SSC’s knowledge management solution.
  • Maintain knowledge base with current knowledge content, ensuring quality, consistency, authentication and approval in accordance with policies and procedures.
  • Organize knowledge content for optimized findability by HR SSC agents and IFF employees and managers.
  • Leverage tools and automation to minimize resolution time and increase productivity. 
  • Proactive identification of end-user knowledge gaps; escalate training needs accordingly.
  • Clearly identify audience of knowledge content (e.g. HR SSC agents versus employees).
  • Collaborate with translation services to translate knowledge content into required languages as applicable.
Job Requirements

People Management:

  • Supervise ServiceNow knowledge management support staff within the HR SSC.
  • Monitor performance of knowledge management team against pre-determined measures and standards; provide effective and timely feedback to enhance employee performance.
  • Create, foster and maintain a collaborative, inclusive, innovative and customer-focused team culture.
  • Coordinate closely with HR SSC leadership team to provide HR SSC employees with opportunities for cross training, rotational programs and career progression within the HR SSC.


Required: Bachelor’s Degree in HR, Library Science, Information Technology or related technical discipline.

Required: 2 years of direct experience managing knowledge management portals, configurations and operations in an organization. 3-4 years of direct experience managing knowledge management portals, configurations and operations in an organization.

Nearest Major Market: New Jersey