ServiceNow Knowledge Management & HR Portal Specialist

HR Specialist – ServiceNow Knowledge Management & HR Portal

Location: North Chicago, IL
Work Arrangement: Hybrid – Tues, Wed,Thurs onsite, M&F remote
Contract Duration: 11-month contract to start
Employment Type: W-2 Contract | Orion Group
Work Schedule: Monday–Friday, 8 Hours per Day | Start Time Between 8:00–9:00 AM
Interview Process: Two Rounds via Microsoft Teams Video

$30-$34/hr based on benefit selections
 
Orion Group is seeking a detail-oriented and highly organized HR Specialist – ServiceNow Knowledge Management & HR Portal to support a leading global pharmaceutical organization in Lake County, Illinois.
This position will focus on managing HR knowledge content, supporting HR self-service platforms, coordinating stakeholder requests, and maintaining the accuracy and effectiveness of HR digital resources.
The ideal candidate will have 3–5 years of experience working with ServiceNow Knowledge Management and Case Management, strong communication and organizational skills, and hands-on experience maintaining knowledge articles, HR portals, websites, or other digital self-service solutions.
This role requires someone who can independently manage competing priorities, collaborate with HR stakeholders and subject matter experts, and ensure HR information remains accurate, accessible, and consistent across digital platforms.

Key Responsibilities

HR Case Management & Stakeholder Support

• Manage stakeholder support cases received through the team's designated queue.
• Coordinate incoming requests, provide timely responses, and track cases through resolution.
• Communicate effectively with HR stakeholders, content owners, and cross-functional teams.
• Maintain accurate case documentation and ensure timely follow-up on outstanding requests.
• Prioritize multiple requests while maintaining high standards of service and accuracy.

HR Knowledge Management & Content Maintenance

• Create, edit, update, and maintain HR knowledge articles, FAQs, process guides, and supporting resources.
• Ensure knowledge content is accurate, consistent, user-friendly, and aligned with approved HR policies and procedures.
• Coordinate content updates with HR subject matter experts and designated content owners.
• Conduct periodic reviews and validations to ensure content remains current and relevant.
• Support Knowledge Author onboarding, content ownership transitions, and knowledge management processes.

HR Portal & Digital Self-Service Support

• Support ongoing maintenance and updates to HR portals, knowledge platforms, and digital self-service solutions.
• Update portal pages, quick links, carousels, formatting, published content, and other digital components.
• Maintain consistent formatting, navigation, and user experience across HR self-service resources.
• Assist with content publishing, platform updates, and validation of changes.
• Ensure digital content follows established standards, templates, and best practices.

Content Quality & Continuous Improvement

• Monitor knowledge content and portal resources for accuracy, usability, and opportunities for improvement.
• Leverage stakeholder feedback, usage analytics, and content performance insights to recommend enhancements.
• Assist with content audits, quality reviews, testing, cleanup, and validation activities.
• Identify outdated, duplicate, or inconsistent content and coordinate appropriate updates.
• Support continuous improvement initiatives to enhance HR knowledge accessibility and the employee self-service experience.

Required Qualifications

• 3–5 years of hands-on experience with ServiceNow Knowledge Management and Case Management.
• Experience creating, maintaining, organizing, or publishing knowledge articles and digital content.
• Experience supporting websites, employee portals, knowledge platforms, or digital self-service solutions.
• Strong written and verbal communication skills, with the ability to collaborate across multiple stakeholder groups.
• Excellent attention to detail, organizational skills, and ability to manage competing priorities.
• Experience coordinating content reviews, tracking requests, and following up on outstanding action items.
• Ability to work independently while maintaining accuracy, consistency, and established process standards.
• Comfortable working in a fast-paced, collaborative corporate environment.

Preferred Qualifications

• Experience supporting HR knowledge management, HR service delivery, or employee self-service platforms.
• Familiarity with ServiceNow HR Service Delivery (HRSD) functionality.
• Experience with HR portals, content management systems (CMS), or internal employee websites.
• Experience working with HR subject matter experts, content owners, or knowledge authors.
• Understanding of knowledge management best practices, content governance, and quality assurance.
• Experience using analytics, user feedback, or reporting to improve knowledge content and digital resources.
• Experience supporting HR operations or shared services within a large enterprise organization.

Ideal Candidate Profile
The successful candidate will be a hands-on HR knowledge management and digital content specialist who combines ServiceNow expertise with strong stakeholder coordination and content management capabilities.
This position is particularly well suited for someone who has supported an HR Service Delivery team, managed knowledge articles within ServiceNow, maintained employee-facing HR portals, or coordinated HR self-service content improvements.
The ideal individual is organized, proactive, detail-oriented, and comfortable balancing daily support cases with ongoing content maintenance and platform improvement initiatives.
About Orion Group
Orion Group is an international recruitment and workforce solutions organization connecting talented professionals with opportunities across leading global companies. As an Orion Group contractor, you will support meaningful business initiatives while gaining experience within a dynamic, collaborative corporate environment.


People are our business worldwide
 
Orion Group was founded in 1987 and is now one of the largest, independent, international recruitment companies. We have a network of 200 employees working from 24 offices, delivering a range of services – Talent Acquisition, Recruitment Outsourcing Services, Retained Search, Global Workforce Solutions, Completions & Commissioning and Materials Management – across 68 countries. As a global leader in workforce solutions, we recruit personnel across the Engineering & Technical, Office & Commercial, Scientific and Skilled Trades disciplines, for sectors including Oil & Gas, Life Science, Power & Utilities, Constructions & Infrastructure, Manufacturing and Renewables.