HR Case & Knowledge Content Specialist

JOB DESCRIPTION
In this dynamic role, you'll serve as the bridge between exceptional HR case management and effective knowledge management. Your day-to-day responsibilities will focus on efficiently resolving HR cases using our ServiceNow platform and developing clear, accessible knowledge content that enables our employees to help themselves. This is your opportunity to impact how HR services are delivered on a global scale, combining hands-on case management with strategic content development.
RESPONSIBILITIES
Case Management Excellence:

• Efficiently manage and resolve HR cases through our ServiceNow system, ensuring accuracy, timeliness, and exceptional customer service.
• Promptly respond to inquiries while maintaining strict confidentiality and upholding service level agreements (SLAs) for response and resolution times.
• Assist employees and managers with navigating HR systems, locating forms, and completing submissions, ensuring a seamless experience.

Knowledge Management & Content Development:

• Develop, manage, and continually refine HR knowledge base articles on the ServiceNow platform to empower employees with self-service tools and up-to-date information.
• Translate complex HR policies, procedures, and inquiries into clear, user-friendly language that meets the needs of a diverse, global workforce.
• Support the development and implementation of knowledge management strategies, including updates, governance, and ongoing improvements.
• Provide general support and training for all knowledge ownership groups, ensuring consistency in publishing, tagging, and structuring content and effective use of the ServiceNow platform.

Systems & Process Navigation:

• Leverage various HR systems and tools (including translation tools for our global users) to source and verify information, ensuring consistency and accuracy.
• Use data-driven insights from case tracking and customer satisfaction reports to drive continuous improvements in both case management and knowledge management processes.
• Monitor knowledge usage, track metrics, and support initiatives to enhance searchability and ease of access.
• Ensure employees have access to accurate, highly consumable, and accessible HR knowledge by maintaining well-structured, easy-to-find self-service content.

Collaboration & Cross-Functional Support:

• Serve as a trusted HR advisor and advocate by connecting with cross-functional teams-including HR Business Partners, Safety, and HR Capability Centers-to address escalated or complex cases.
• Collaborate with key stakeholders to gather feedback, identify gaps, streamline processes, and enhance the overall employee experience through structured and accurate HR knowledge
• Assist HR leaders with general administrative tasks and contribute to the development, implementation, and communication of HR policies and knowledge articles.

Project & Process Improvement:

• Support initiatives to improve knowledge governance, updates, and ongoing content management for a seamless employee experience.
• Support HR projects and initiatives that aim to innovate and enhance our HR service and knowledge management systems.
• Prepare, maintain, and distribute regular reports on SLAs, customer satisfaction, and knowledge managment trends to inform strategic decision-making and process enhancements.

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QUALIFICATIONS

• Bachelor's degree in Human Resources, Business Administration, or a related discipline (or equivalent work experience).
• 3-5 years of experience in HR administration, HR shared services, or case and/or knowledge management.
• Exceptional written and verbal communication skills, with a talent for simplifying complex information into clear, accessible content.
• Strong analytical skills with the ability to use data to drive improvements in service delivery and content quality.
• Familiarity with customer service principles, case management practices, and digital support systems.
• Experience with ServiceNow HR Service Delivery (HRSD) is highly preferred.
• Proficiency in navigating multiple HR systems and support channels (e.g., cases, phone, chat).
• A proactive, detail-oriented mindset with a commitment to confidentiality and service excellence.

This is a hybrid role requiring three days a week on-site in one of our US-based offices with other HR colleagues, allowing you to remain connected with our dynamic team while enjoying flexible work arrangements.
What we offer:

• Total Rewards: We understand compensation is an important factor as you consider the next step in your career . The estimated salary range for this position is $58,000 to $70,000 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 5% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).

Learn More:
Curious? To learn more about us and the work we do, visit UL.com