Knowledge Specialist

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Identify duplicate, outdated, or conflicting content and recommend improvements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.