Global HR Content Senior Specialist

MSD

Senior Specialist driving AI-enabled HR service delivery and optimizing knowledge management. Collaborating with global teams to ensure high-quality employee experiences with AI-driven content.

Posted 5/15/2026full-timePrague • CzechiaSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Own and evolve the global HR knowledge content strategy aligned to AI-enabled HR service delivery and enterprise governance standards.
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.
Translate complex HR policies and processes into plain-language, employee-centric content that AI can reliably interpret and surface.
Lead 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Identify duplication, gaps, and outdated content; drive consolidation and remediation efforts across HR knowledge repositories.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 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.

Requirements

What you’ll need

4 to 5 years minimum experience supporting multi-country or global HR organizations.
Experience with ServiceNow Knowledge, HR case management, or similar enterprise platforms.
Experience supporting AI chatbots, copilots, or agent-based HR service models.
Background in global HR operations, shared services, or HR transformation initiatives.
Familiarity with content analytics, search optimization, data mining and user experience measurement.

Benefits

Comp & perks

Flexible Work Arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

content governance frameworkscontent structuretaxonomymetadata managementAI optimizationcontent auditsquality frameworkscontent health metricssearch optimizationdata mining

Soft Skills

leadershipcollaborationcoachingcommunicationproblem-solvingorganizational skillsadaptabilityemployee-centric designtranslation compliancelocalization