Knowledge Author
Remote
£170-£215 per day INSIDE IR35
Initial 6 month engagement
We're looking for a detail-driven HR Knowledge & Content Specialist to support the optimisation of a ServiceNow HRSD platform.
This role will play a key part in improving self-service across People Services by creating, refining, and governing high-quality knowledge content. You'll work closely with SMEs, Product Owners, and HR teams to ensure knowledge is clear, structured, and user-focused—ultimately enabling a better employee experience.
Key Responsibilities
* Review and quality-check existing HR knowledge articles to ensure
Accuracy, clarity, and completeness
Alignment with templates, standards, and tone of voice
Correct categorisation, taxonomy, and metadata
* Translate content from SMEs (emails, documents, notes, process maps, screenshots) into:
Clear, structured, user-friendly knowledge articles
Standardised formats aligned to knowledge templates and style guides
Create new knowledge articles to support HR services and processes within HRSD
* Apply and validate metadata, including:
Knowledge base and category
HR services and topics
Audience, ownership, and review cycles
Act as a quality gate for all knowledge content prior to publication
Identify duplicate, outdated, or conflicting content and recommend improvements
* Collaborate with People SMEs, Product Owners, and HRSD teams to:
Clarify content
Close knowledge gaps
* Support go-live and hypercare phases by ensuring knowledge is:
Complete, consistent, reliable
* Train and coach SMEs and team members on:
Using the knowledge management system
Creating, updating, and maintaining content
What We're Looking For
* Experience with ServiceNow (ideally HRSD)
* Strong content writing, editing, and structuring skills
* Ability to translate complex information into simple, user-friendly guidance
* Experience working with HR or People teams (preferred)
* Strong attention to detail and quality assurance mindset
* Confident stakeholder engagement with SMEs and cross-functional teams
If this sounds like you...
If you enjoy turning complex information into clear, impactful content and want to play a key role in improving employee self-service, we'd love to hear from you.