The Knowledge & Content Manager is responsible for the creation and updating of HR content, assistance with form updates, email templates, HR process documentation, (creation/edits); maintenance of knowledge base of ServiceNow articles, formatting updates to ensure ease of use and accuracy and interacting with client teams for process improvement consultations as it relates to reference materials. The role also includes providing process mapping support which requires assisting with issues in process and procedure gaps, ensuring aspects of governance, project management, communication, and training assistance which they would coordinate based on current and anticipated needs related to process and process changes.

Primary Responsibilities Include

• Knowledge Management – Obtain process details, create scripting, SOPs & DTPs, make updates based on org changes, obtain feedback on article quality and make changes as necessary.
• Technical Writing/Communication – Obtain process change info, interpret level/scope of changes necessary, simplify based on audience.
• Process Governance & Mapping, HR Expert & Focal Point – Obtain process change info, interpret level/scope of changes necessary, provide governance input to ensure compliance to established guidelines.
• Audit and Maintain Knowledge Document Relevancy – Create and execute secure audit process to ensure all knowledge management documents are consistently up to date and accurate.
• Create and Maintain BEST HR Employee & HR Facing Websites – Assess employee needs and design website strategy to address needs and improve adoption of HR self-service tools. Maintain website documentation and relevancy.

What We Are Looking For:
Required Qualifications

• Bachelor’s Degree and 3+ years equivalent work experience or high school diploma and 5+ years equivalent including curriculum/writing development work experience.
• 3 Years’ experience, or high school diploma and 5+ years equivalent including curriculum/writing development work experience.
• 3+ years of related human resources experience
• 3+ years curriculum/writing development work experience
• Direct experience and knowledge of the Contact Center environment
• Experience with various Content Management tools, i.e., Service Now, Salesforce.com, SharePoint, Visio, ProMapp, etc. Proficient with MS Office products
• Demonstrated experience with both “in person” and web-based presentations and/or training sessions
• Demonstrated experience interacting with multi levels of leadership to obtain core content and clarify for associate level users

Preferred Qualifications

• Bachelor’s Degree and 4+ years equivalent work experience; BA or BS Degree in Human Resources, English, Communications, Journalism or related degree with concentration in Technical Writing
• 4 years’ experience, or high school and 5+ years equivalent including curriculum/writing development work experience
• 5+ years of related human resources experience
• 5+ years curriculum/writing development work experience
• Direct experience and knowledge of the Contact Center environment
• Demonstrated experience developing content intended for large audiences, using multiple vehicles (email, web, portal, etc.)
• Multiple language skills, specifically Spanish

What’s In It For You

• Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
• Hybrid Work Policy (3 Days in Office, 2 Days Work from Home)
• Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
• Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)
• Learning & Development Opportunities for Career Progression (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)
• Employee Resource Groups (Think Tanks and Innovation Squads)
• Access to Mental Health & Wellness Programs

Don’t meet every single requirement? At L’Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re excited about this role but your past experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!

ABOUT THE COMPANY

For more than a century, L’Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity. L’Oreal USA is excited to announce the establishment of a People Services function, based in Tampa, Florida. The People Services function – also referred to as BEST HR – will take on and centralize critical, operational Human Resources work with a goal of increasing collaboration, leveraging shared knowledge, and creating a more consistent employee experience. Come join our dynamic team and help us elevate the employee journey!

We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting USApplicationAccommodation@support.lorealusa.com. If you need assistance to accommodate a disability, you may request an accommodation at any time.

Our Safe Together Plan: Your safety is our highest priority. We will proceed with caution and adhere to enhanced protection standards to ensure our sites are safe for all employees. We must all operate with the shared responsibility for each other’s health & safety in mind.