Business Analyst - Knowledge Management

Why this role matters?

As a Business Analyst (Knowledge Management), you will support ERM’s global delivery by supporting the HR Transformation and Process Improvement projects. You will work within People Services Team (GDC), partnering with various stakeholders to achieve desired results. This role is critical to project delivery, efficiency and GCC’s scalability.

What will your impact be?

You will play a key role in strengthening HR knowledge management and enabling a seamless digital employee experience across the GDC. You will ensure HR content, policies, processes, and self-service journeys are accurate, accessible, and continuously improved, while supporting the transition of HR activities into the GDC through structured planning, documentation, knowledge transfer, and hyper-care. Working closely with HR SMEs, process owners, technology teams, and stakeholders, you will bring structure to requirements and backlog management, drive Agile delivery, and identify opportunities to simplify processes, improve self-service adoption, and create a consistent, scalable HR experience.

Key responsibilities:

Knowledge Management & Content Curation

• Own and curate HR portal content across Help, Minerva, Workday Help, and other digital channels, ensuring an accurate, consistent, and user-friendly employee experience.
• Develop, maintain, and continuously improve customer journeys, knowledge articles, FAQs, and self-service content.
• Maintain front-end/portal content and coordinate with relevant stakeholders to ensure content is clear, current, and aligned with business requirements.
• Publish and maintain policies, handbooks, SOPs, and process documentation, ensuring appropriate version control and alignment with local process owners.
• Establish and maintain content governance, including content reviews, ownership, version control, and periodic refresh cycles.

Self-Service & Digital Adoption

• Support the rollout and adoption of HR self-service capabilities, including Workday Help and other digital HR solutions.
• Develop and maintain communication and knowledge content to support new feature releases, process changes, and system enhancements.
• Partner with HR SMEs and technology teams to translate complex processes into simple, employee-friendly self-service experiences.
• Monitor user feedback and identify opportunities to improve content, navigation, and self-service adoption.

Transition Planning & Execution

• Partner with SMEs to identify, define, and document activities required for the transition of HR processes into the GDC.
• Translate transition requirements into structured RBD backlog items, including activities, dependencies, ownership, timelines, and deliverables.
• Develop and maintain transition documentation, including SOPs, process maps, knowledge articles, issue logs, and transition plans.
• Support transition readiness, knowledge transfer, and hyper-care activities to ensure smooth integration and operational stabilization.
• Identify knowledge gaps, process risks, and dependencies and proactively work with stakeholders to address them.

Agile & Backlog Management

• Work within an Agile delivery framework to manage, prioritize, and continuously refine the RBD backlog.
• Convert business and transition requirements into clear user stories, tasks, acceptance criteria, and actionable deliverables.
• Track backlog progress, dependencies, risks, and impediments to support timely delivery.
• Actively participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.
• Collaborate with SMEs, HR stakeholders, technology teams, and GDC teams to ensure alignment and timely resolution of delivery challenges.

What you’ll bring:

• Experience in Business Analysis, Knowledge Management, HR Operations, or Process Improvement.
• Strong understanding of BPM, process mapping, and continuous improvement methodologies.
• Knowledge of Lean Six Sigma principles; certification is an advantage.
• Proven ability to gather requirements and develop SOPs, process maps, user stories, and knowledge content.
• Experience working with global teams and cross-functional stakeholders.
• Strong analytical, problem-solving, and stakeholder management skills.
• Experience with Workday, HR portals, knowledge management, or digital self-service platforms.
• Ability to manage priorities, track deliverables, and work effectively in an Agile environment.

Preferred:

• Experience in HR Shared Services, GCC, or global HR transformation environments.
• Exposure to BPM, Lean Six Sigma, Agile, or continuous improvement methodologies.
• Familiarity with Workday, HR knowledge management, digital self-service, or workflow platforms.
• Experience leveraging automation, Co-pilot, or AI-enabled tools to improve processes and employee experience.
• Relevant certifications such as Business Analysis, Agile/Scrum, or Project Management.