People & Culture Service Delivery Specialist

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Skills you'll use

What you'll do

• Handle the entire lifecycle of knowledge base content in ServiceNow, from creation to retirement.
• Work with SMEs and content owners to develop and maintain HR knowledge articles, SOPs, and other employee and agent-facing documentation on any site where content may be ingested by a chatbot or other systems (ServiceNow, Sharepoint, etc).
• Ensure all content adheres to defined standards, templates, and governance guidelines and conduct regular content audits to guarantee accuracy, relevance, and completeness.
• Support quality initiatives by identifying content gaps and improving efficiency.
• Track and analyze content performance and usage metrics and implement improvements based on insights.
• Collaborate with P&C Intelligence team and content owners to enhance chatbot responses by updating, adding or removing content.
• Continuously improve content to boost self-service adoption and reduce case volumes.
• Partner with the ServiceNow Product Owner to support platform improvements and roadmap priorities.
• Support the development and maintenance of taxonomy, tagging, and search optimization strategies.
• Improve content findability and usability based on employee search behavior.

Who can apply

• Bachelor’s degree or equivalent experience.
• Over 2 years of experience in P&C Operations, Knowledge Management, Content Management, or a related position.
• Proficiency with case management tools, preferably ServiceNow.
• Partner with cross-functional team members and lead training and enablement sessions to ensure effective understanding and use of knowledge content.
• Strong English written and verbal communication skills
• High attention to detail and a structured approach to work.

About Aristocrat Technologies India P/L

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