Summary

The Sr. Specialist, Knowledge Management is responsible for developing, implementing, and maintaining effective knowledge management systems, fostering the use of technology including AI and implementing reporting systems across the Knowledge Community. This role focuses on bridging data analytics with strategic insights, ensuring the Knowledge Community team have access to timely, accurate information while working with our internal partners to ensure alignment and feedback on the content, templates and tools being provided to our members and customers that advances and leads the HR profession.  Further, this role continues to create, market, and report on the HR Knowledge Center's Express Requests (ER) service.  

Responsibilities

• Collaborate with cross-functional teams including Thought Leadership, Marketing, Content, Internal Communications and Government Affairs to identify feedback and reporting needs and knowledge gaps.
• Ensure alignment of the knowledge resources available to our members and customers. Provides current and relevant resources to HR Knowledge Advisors to assist them in handling complex member questions.
• Creates, modifies, and/or reviews sample policies, forms, toolkits, how-to-guides, Q&A’s and presentations as needed by varies team including Content, Internal Communications and Membership Community teams.
• Manages the content offered on Express Requests (ER) service; develops, maintains, and updates ER responses. Continues to ensure alignment with internal partners.
• Prepare and present regular reports on team performance, project status, and other key metrics for senior leaders. 
• Reviews and interprets member satisfaction survey responses daily, replying to members as appropriate and sharing feedback with management.
• Lead the creation and maintenance of dashboards, scorecards, and KPI tracking systems.
• Oversee the knowledge management internal system, including documentation processes, content organization, and accessibility.
• Train and mentor team members on reporting tools and knowledge management systems
• Stay current with HR trends and emerging technologies in business intelligence and knowledge management.
• Identifies continuous improvement using technology to create better efficiency within the Knowledge Operations. 
• Assists to manage various technology aspects with the support of Knowledge Community team: Customer Relationship Management (CRM), ER administrative site, Adobe Customer Journey Analytics, AI, website etc. 
• May have oversight of the SHRM archives and vendor, including submitting contracts and invoices for the archivists and vendors for scanning, responding to requests for archives, and recommendations for archiving.
• Consistent with SHRM’s Guiding Principles, partners with management to plan and implement strategic initiatives in support of the organization’s goals, mission, and vision.
• Other duties as assigned or required.

Education & Experience Requirements

Education:

• High School Diploma or equivalent required
• Bachelor’s degree in human resources, business or a related field preferred

Experience:

• At least seven (7) years of progressive experience in all areas of human resource management with practical, hands-on HR generalist experience or eleven years of progressive professional experience in lieu of a degree. 
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• Excellent analytical skills with the ability to translate complex data into meaningful insights preferred.
• Exceptional communication skills, both written and verbal preferred.
• Experience leading projects and collaborating across multiple departments preferred.
• Problem-solving mindset with attention to detail preferred.

Knowledge, Skills & Abilities

• Demonstrated strategic thinking and customer orientation.
• Strong collaboration, leadership, and team engagement skills.
• Demonstrated commitment to customer service and an ability to create innovative solutions to meet member needs.
• Ability to model excellence in customer service and hold staff to a very high standard.
• Resourceful, diplomatic, and focused on the day-to-day Human Resource practice needs of members.
• Ability to understand and utilize various systems (Customer Relationship Management, Automatic Call Distributor, Workforce Management, and Quality Assurance.
• Excellent internet research skills.
• Strong oral and written communication skills.
• Creative problem solving and decision-making skills.
• Highly organized, ability to prioritize and execute tasks independently.
• Offer valuable input for operational improvements.
• Ability to work in a team-oriented environment. 

Certifications

• SHRM-Certified Professional (SHRM-CP) or SHRM-Senior Certified Professional (SHRM-SCP).

Physical Requirements

This position operates in a typical office environment and requires the ability to perform essential job functions with or without reasonable accommodation. Physical requirements may include:

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of hands and fingers for typing, handling documents, and using office equipment.
• Occasional standing, walking, bending, and reaching.
• Ability to lift and carry up to 30 pounds as needed.
• Clear verbal and written communication skills for effective interaction with colleagues and stakeholders.

Work Environment

Hybrid Position (3 Days In-Office, 2 Days Remote):

• This position follows a hybrid work schedule, requiring in-office presence [three days per week] and remote work [two days per week]. Core work hours will be designated by the department.  The office environment includes a standard workstation setup with collaborative spaces, while remote work requires a reliable high-speed internet connection and a suitable home workspace. Employees must maintain availability during standard business hours and adhere to company policies for both in-office and remote work.

Travel: 0 – 10%

#LI-Hybrid

The hiring range for this position is $75,000 to $95,000 per year. This range is an estimate and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.