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Employee Portal & Knowledge Manager

Job Type:
Market related


Interim Role

Fully remote

IR35 Inside Scope


  • Partner with the external partner organisation to develop a global best practice Employee Portal in Service Now, accessible through any device, desktop, laptop, mobile.
  • Develop the Knowledge Management Strategy and content design principles
  • Create the required Knowledge Bases and catalogue of content that will be uploaded into the SN Knowledge Management platform. Ensure documents are reviewed, refreshed and deep links are collated in line with the agreed scope as set out in the Strategy and Principles
  • Implement KM Standards that will be utilised to deliver best practice KM content. We will target the most frequent tasks based on volume of requests driven by our employees and managers.
  • Implement a Governance framework to fully embed KM within the client and to fully leverage self-service and reduce unnecessary tickets and waiting time to close out basic queries and tasks.


  • Previous experience of leading change, design or maintenance of a Service Now project, directly involving the design of the HRSD Employee Portal and Knowledge Management.
  • Experience of large-scale change projects including Service Now and or other HR IT related change programmes.
  • At least 5 years' experience of working with external partners to deliver large scale change
  • Experienced in working closely with the design of HR Lifecycle processes, linked to systems such as SN via integrations to deliver E2E process tracking.
  • Experienced in Knowledge Management, developing strategy, principles, implementing standards and Governance to maintain content quality is Highly advantageous
  • Effective Influencing skills and ability to understand and influence individuals & groups in a global context (internal & external)


University or College Degree or equivalent experience

Service Now Accreditation an advantage especially in HRSD

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