HR Service Center Knowledge Analyst (Fixed Term)

JOB PURPOSE:

Under minimal supervision, the Knowledge Management Analyst is responsible for the development of a broad range of HR knowledge documentation associated with the HR Service Center and its service delivery to the university. This role is responsible for authoring HR knowledge management articles, communications, how-to-guides, and other communications for employee use across campus. The Knowledge Management Analyst will work closely with a broad range of HR subject matter experts to collect key HR information and transform it into high-quality, audience-based documentation. The ideal candidate will have strong written communication skills, ability to source and synthesize information from a variety of stakeholders, and attention to detail.

CORE DUTIES*:

• Knowledge Management: Support the strategic management and enhancement of the HR knowledge base. Author knowledge management documents, format into articles and update on a regular basis, working closely with knowledge owners to analyze effectiveness of documentation to convey intended messaging to intended audience. Support the maintenance of a repository of critical knowledge, ensuring accessibility and currency for seamless dissemination to stakeholders. Collaborate with HR teams and subject matter experts to ensure knowledge content is accurate and up to date. Distill complex HR policies, processes, and procedures into easy-to-understand copy.
• Communication & Training: Communicate effectively with internal and external users or stakeholders using effective, grammatically correct business writing and verbal communication skills to convey complex concepts and technical information. Develop skills, knowledge, and abilities to maintain currency with new developments in knowledge management.Create, maintain, and share relevant knowledge management templates, and provide copy editing to support clarity and accuracy of articles published. 
• Customer Experience Improvement: Support knowledge management practices that continually enhance the customer service experience specifically in support of self-service and tier 1 and tier 2 service center support. Support programs and processes to implement integrated, knowledge-centered service methodologies for the HR department. Learn from data trends to gain insights into customer needs and adjust and adapt content to continually optimize adoption and effectiveness. Anticipate future customer needs based on discussions with HR knowledge experts and business strategy.
• Continuous Improvement: Maintain currency in the methodologies, frameworks, and trends of knowledge management and related processes. Support innovation and continuous improvement by leveraging the latest industry knowledge. Participate in activities to advance an inclusive environment that values equity, diversity, inclusion, and belonging.
• Project Planning & Management: Collaborate with technical and non-technical stakeholders to establish standards of service, standard operating procedures, and efficient process intake queues. Engage in comprehensive monitoring and tracking of service metrics, employing data-driven insights to drive operational excellence.

*Note: The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

MINIMUM REQUIREMENTS:

Education & Experience:

Bachelor’s Degree and 2 years related experience in human resources and/or technology, or business writing, or equivalent combination of education and experience.

Knowledge, Skills and Abilities:

• Experience in knowledge management, training or training content development, IT service management, or related fields.
• Demonstrated experience in knowledge management, documentation, or related roles.
• Understanding of IT service management principles, best practices, and customer success strategies.
• Demonstrated ability to curate and organize technical and human resources information into accessible formats. 
• Strong written and verbal communication skills.
• Ability to develop positive working relationships and a strong rapport with team members, stakeholders, and customers.
• Strong organizational skills and ability to balance competing priorities and deliver concurrent projects to various stakeholder types.
• Problem-solving skills and ability to uncover root causes of difficult problems and scope solutions.

Certifications and Licenses:

• ITIL v3 Foundations or equivalent (preferred)
• SHRM or PHR certification (preferred)

PHYSICAL REQUIREMENTS*:

• Frequently stand/walk, sit, perform desk-based computer tasks, and use a telephone.
• Occasionally write by hand, twist/bend/stoop/squat, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, lift/carry/push/pull objects that weigh up to 10 pounds, sort/file paperwork.
• Rarely kneel/crawl, operate foot and/or hand controls.

*Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

WORKING CONDITIONS:

• Occasional work on evenings and weekends.
• May work extended hours.

WORK STANDARDS:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.

The expected pay range for this position is $85,932 - $100,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• Freedom to grow. We offer career development programs, tuition reimbursement, or course auditing. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
• A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
• A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
• Discovery and fun. Stroll through historic sculptures, trails, and museums.
• Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more

Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources at stanfordelr@stanford.edu. For all other inquiries, please submit a contact form.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.