Global HR Content Senior Specialist

Job Description

Responsible for building governing and continuously optimizing HR knowledge content to power AIenabled HR service delivery aligned to global strategy. This role ensures HR knowledge content is accurate discoverable globally consistent and optimized for AI consumption enabling digital assistants agents and selfservice platforms to deliver highquality employee experiences as part of global knowledge lifecycle management.

This role sits at the intersection of HR knowledge management content strategy and AI serving as a critical enabler of agentic HR service models and single point of entry experiences (e.g. Ask HR ServiceNow-based solutions (EVA & The Source) Copilotbased solutions).

Key Responsibilities

HR Knowledge Strategy & Governance

• Own and evolve the global HR knowledge content strategy aligned to AIenabled HR service delivery and enterprise governance standards.

• Define and enforce content governance frameworks including roles ownership review cycles approvals and retirement processes.

• Establish clear standards for content structure taxonomy metadata and lifecycle management to ensure consistency across regions and HR domains.

AIReady Content Enablement

• Ensure HR knowledge content is structured simplified and optimized for AI consumption including conversational AI digital assistants and agentic workflows.

• Partner with AI digital HR and platform teams to improve AI response accuracy relevance and confidence through content optimization.

• Translate complex HR policies and processes into plainlanguage employeecentric content that AI can reliably interpret and surface.

Content Quality & Compliance

• Lead global content audits and assessments using defined quality and AIreadiness frameworks (e.g. clarity accuracy structure metadata completeness).

• Identify duplication gaps and outdated content; drive consolidation and remediation efforts across HR knowledge repositories.

• Establish content health metrics and scorecards to measure effectiveness usage user satisfaction and AI performance impacts.

Global Collaboration & Enablement

• Partner with HR Enterprise Services HR Solutions Compliance Regional HR Service Delivery teams as well as cross-functionally (IT & Finance) to ensure globally consistent yet locally relevant knowledge content where applicable.

• Enable and coach distributed content owners and SMEs on AIfirst content design principles templates and standards.

• Act as the central point of coordination for translation compliance localization and global rollout/governance of HR knowledge updates.

Technology & Platform Alignment

• Serve as the knowledge content lead working with HR knowledge platform owners for related systems (e.g. ServiceNow Knowledge Ask HR).

• Collaborate with platform owners & HR Solutions to align content design with system capabilities and AI roadmaps.

• Support pilots and launches of new AIdriven HR experiences by ensuring content readiness and sustainability.

Required Qualifications

• Experience supporting multicountry or global HR organizations.

• Experience with ServiceNow Knowledge HR case management or similar enterprise platforms.

• Experience supporting AI chatbots copilots or agentbased HR service models.

• Background in global HR operations shared services or HR transformation initiatives.

• Familiarity with content analytics search optimization data mining and user experience measurement.

Key Skills & Competencies

• AIfirst content design and structured writing aligned to established standards

• Knowledge governance and lifecycle management

• Global stakeholder management and ability to influence decision making

• Analytical mindset with focus on measured content performance and data-driven decision making & outcomes

• Change management and enablement oversight

• Continuous improvement mindset with a proactive approach to solutioning

• Strong attention to detail with enterpriselevel rigor

What we offer:

• Exciting work in a great team global projects international environment
• Opportunity to learn and grow professionally within the company globally
• Hybrid working model flexible role pattern
• Pension and health insurance contributions
• Internal reward system plus referral program
• 5 weeks annual leave 5 sick days 15 days of certified sick leave paid above statutory requirements annually 40 paid hours annually for volunteering activities 12 weeks of parental contribution
• Cafeteria for tax free benefits according to your choice (meal vouchers sport culture health travel etc.) Multisport Card
• Vodafone Raiffeisen Bank Foodora and other discount programs
• Up-to-date laptop and iPhone
• Parking in the garage for drivers or showers for bikers
• Competitive salary incentive pay and many more

Required Skills:

Preferred Skills:

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Merck & Co. Inc. Rahway NJ USA also known as Merck Sharp & Dohme LLC Rahway NJ USA does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place introductions are position specific. Please no phone calls or emails.

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