Specialist II, HR Services, Knowledge Management (Fixed-Term)

This role is primarily responsible for the full knowledge management lifecycle and management of the internal Knowledge Base and its contents including content development, system management, and management of all internal processes and procedures. This role will also contribute specialized expertise to different assigned projects and contribute in process improvement initiatives.

Responsibilities & Duties

Content Development:

• Coordinate with global stakeholders on article creation and updates

• Ensure that all contents undergo required Document Management Process before it goes live in the system

• Responsible for the governance and maintenance of knowledge assets ensuring clear, consistent, and unambiguous knowledge management repository. These will be done to minimize the need for the HR Operations/ employees / managers to escalate queries due to unclear knowledge management content.

• Index, revise, update a variety of comprehensive contents.

• Responsible for the provision of expertise and guidance on knowledge creation, e.g. ‘look and feel’ / tone of voice, to content owners and review outputs to ensure quality (make grammatical and format corrections).

• Format HTML codes into knowledge articles

• Coordinate translation requests following the standard process set.

System Management

• Conduct Knowledge Base System Maintenance checks

• Do testing before and after every system release

• Create and maintain system performance records.

• Create and maintain historical records and reports of system usage, and Knowledge Articles inventory

• Prepare visual data analysis of reports  

• Report issues/defects/bugs observed or raised by End Users for Development fixes.

• Gather requirement for system enhancements

• Manage UAT with stakeholder users.

• Create system know-how documentation and facilitate roll out.

• Track system upgrades and improvements.

• Lead major project releases and rollout sessions.

• Create Release Management End User Communications.

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Client Management:

• Liaise with relevant Stakeholders, Content Owners, Leaders and SMEs to close gaps for document updates.

• Participate in planning and managing the delivery of KM projects in alignment to agreed scope and delivery time.

• Train Knowledge Editors and Content Owners on how to create and update articles in ServiceNow

Content Planning and Analysis:

• Impact assess “as is” and “to be” process for adherence and knowledge retention.

• Perform analysis of content requirements.

• Generate reports and interpret data from MS Excel

• Provide input and insight on employee feedback and data analysis to support identification and execution on content related project opportunities

• Take part in and/or lead projects related to research, creation, and maintenance of Knowledge Management resource materials

Attributes: 

• Ability to be thorough and meticulous in completing assigned tasks and with the ability to propose ways to prevent or eliminate errors, discrepancies & issues. (Attention to Detail) 

• Ability to gather, integrate, validate, and analyze relevant data to develop resolutions, findings, and recommendations. (Analytical Thinking)

• Ability to effectively communicate within a varied audience and internal and external customers using different platforms. (Communication) 

• Ability to actively identify new areas for learning and opportunities to improve processes, tools, and mindset (Continuous improvement)

• Ability to maintain good customer relationship and initiate ways to improve customer experience (Customer Service) 

• Ability to identify and resolve moderate and complex issues by applying best practices and technical expertise and may recommend solutions for unique scenarios. (Problem Solving) 

Qualifications & Requirements

Minimum Requirements:

• Bachelor’s degree and/or at least 4 years of relevant work experience

• Intermediate proficiency in MS Office tools (Word/PowerPoint/Outlook)

• Advanced proficiency in MS Excel

• Excellent research skills

• Experience using ServiceNow for Knowledge Management (Knowledge Base, ticketing, HTML, chatbot)

• Experience on processes and procedures relevant in Knowledge Management, Technical writing or copy-editing and Reporting and data analytics 

• Experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.)
• Must be willing to work midshift schedule and hybrid set-up (3 days onsite per week)

Preferred qualifications:

• Experience in web development and similar projects

• Experience in providing, writing, or developing web contents using an array of web development platforms, mapping tools (MS Visio, Lucid Chart, or an equivalent), and methodologies

• Knowledge of HR metrics and their applicability

• Experience in the use of other HR Systems e.g. Workday 

• Experience in using Workday and other KM platforms and tools is preferred

• Understanding of Process Mapping Tools and Methodology

• Experience working in an outsourcing, shared services, or similar model within similar function is preferred

Additional Information

At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.

About AECOM 

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, and service recognition awards.

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com. 

What makes AECOM a great place to work 

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity. 

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines. 

Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.