HR Knowledge and Content Manager (Hybrid- Raleigh, NC/Phoenix, AZ)

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office in Raleigh, NC or Phoenix, AZ. 2 days in office.

The Human Resources Knowledge & Content Manager is the strategic steward for HR content and knowledge assets across the HR portal and related channels. This role drives knowledge management governance, ensuring quality, consistency, and accuracy, while leading content organization and presentation. In collaboration with content subject matter experts and other First Citizens' knowledge managers, the Manager optimizes content structure and navigation, identifies knowledge gaps, and manages portal governance. The role also oversees the HR storefront experience and recommends effective content formats to enhance accessibility and alignment across platforms, supporting a seamless and intuitive user experience for associates and increasing self-service rates.

• Content Strategy & Governance: In collaboration with other FCB ServiceNow Knowledge Managers, develops strategies for content, including creating a comprehensive framework, establishing policies/standards for content creation, and managing content lifecycles/calendars.
• Drives knowledge harmonization and quality assurance by reviewing and standardizing HR content across platforms.
• Establishes and maintains content standards, templates, and review cycles to ensure consistency and accuracy.
• Serves as a super user and process expert for the ServiceNow knowledge management portal, providing support and training as needed.
• Publishes and organizes approved content, ensuring it is tagged and categorized for easy search and retrieval.
• Partners with knowledge authors and owners to facilitate ongoing maintenance, periodic reviews, and development of new content.
• Curates and manages the storefront experience, including quick links and featured content to enhance user navigation. Ensures brand consistency/look& feel consistency.
• Monitors and analyzes performance metrics, i.e. website traffic, engagement, and user feedback, to measure content effectiveness, identify opportunities for improvement and address associate needs. Proactively identifies and addresses content gaps by creating or updating articles (with SMEs) based on user inquiries and feedback.
• Participates in testing of enhancements or upgrades with HR Tech and Platform teams.
• Tracks and maintains any related knowledge systems that connect to KBAs (i.e. Workday links back to KBs).
• Represents HR Knowledge in pertinent meetings for Platform, projects, application onboardings, roadmap discussions, etc.

Bachelor's Degree and 6 years of experience in Business Analysis, Process Improvement, Project Management or Program Management, Banking Management OR High School Diploma or GED and 10 years of experience in Business Analysis, Process Improvement, Project Management or Program Management, Banking Management

Preferred:

• HR content management experience
• Experience with ServiceNow platform is required. Experience with Workday, UKG or comparable HR systems preferred.
• Skilled in content strategy and governance
• Strong analytical and problem-solving skills with a user-experience mindset
• Excellent communication and collaboration skills; ability to partner across teams and business areas
• Strong writing and editing skills
• Skilled in change management, able to influence and educate stakeholders
• Technical acumen and strong understanding of how technology will continue to enhance associate experience

The base pay for this position is generally between $96,682 and $135,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits

#LI-CO1

#LI-Hybrid