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

Overview

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.

Responsibilities

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.

Qualifications

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

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Company Description :

Founded in 1898 and headquartered in Raleigh, N.C., First Citizens Bank serves customers in 18 states and the District of Columbia. For over 100 years, customers have trusted First Citizens with their money … and their futures. Today, First Citizens is the largest family-controlled bank in the nation and the sixth-largest bank franchise headquartered in the Southeast with more than $30 billion in assets. We employ more than 6,000 associates who are focused on helping our customers achieve a lifetime of success. First Citizens operates more than 570 branches in Arizona, California, Colorado, District of Columbia, Florida, Georgia, Kansas, Maryland, New Mexico, Missouri, North Carolina, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Virginia, Washington and West Virginia.

First Citizens Bank. Forever First®. Member FDIC.

Equal Opportunity / Affirmative Action Employer / Minority / Female / Disability / Veteran

If you need special assistance or an accommodation in applying for employment at First Citizens Bank, please contact our Human Resources department.