Service Knowledge Manager

Overview

As Service Knowledge Manager, you will govern and continually improve ADP’s Enterprise Knowledge Management (EKM) platform to keep knowledge accurate, current and accessible. You will partner with Operational Excellence, Service Delivery Leaders and SMEs to curate high-quality content and support the Services Academy training. You’ll align knowledge content with SOPs, compliance and client workflows while driving adoption through proactive communication. This role shapes how associates access essential knowledge and supports continuous service improvement. A strong hook is enabling scalable, standards-driven knowledge to boost operational performance across the Services organization.

Responsibilities

• Own and manage content on the Enterprise Knowledge Management (EKM) platform, ensuring accuracy, currency, compliance and accessibility
• Establish and maintain knowledge governance, standards, processes and content lifecycle management
• Partner with OE, Service Delivery Leaders, Quality teams and SMEs to create, review, approve and maintain operational knowledge content
• Lead the knowledge and content strategy for the Services Academy, supporting onboarding programmes and role-based learning paths
• Deliver Service Academy training sessions for new associates and existing teams
• Ensure all knowledge articles and procedures align with SOPs, compliance and client workflows
• Conduct regular content audits to identify gaps, outdated information and duplication
• Drive adoption and effective use of EKM through communications and knowledge-sharing initiatives
• Monitor knowledge management metrics and user feedback to assess content effectiveness and drive improvements
• Support change management by updating knowledge content after policy, process, legislative, system or client changes
• Develop and maintain templates, standards and best practices for knowledge creation
• Identify recurring knowledge gaps with leaders and implement knowledge-centered solutions to improve performance

Key requirements

• Strong knowledge management, governance and documentation management capability
• Excellent written communication translating complex processes into clear content
• Strong stakeholder management and collaboration skills
• Exceptional planning, organisation and project management
• Proficiency in knowledge management systems and Microsoft Office
• Analytical thinking with focus on continuous improvement and operational effectiveness
• Attention to detail and commitment to content quality, accuracy and compliance
• Minimum of 3 years’ experience in payroll operations or payroll L&D, preferably in a shared service or managed services environment
• Experience administering enterprise knowledge management platforms and content repositories
• Experience supporting learning programmes, onboarding initiatives or training content development
• Strong interpersonal, communication and coaching skills
• Ability to manage multiple initiatives in a fast-paced, deadline-driven environment

• Stakeholder management
• Collaboration
• Coaching
• Knowledge management systems
• Microsoft Office
• Collaboration tools

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