Knowledge & Content Management Senior Analyst

About us

The People Knowledge & Content Analyst is responsible for managing the quality, governance, and publishing of People Knowledge articles within the ServiceNow portal and overseeing, coordinating and executing the publishing of People related content on the MySupport portal communications widgets. This role ensures that all knowledge and content meet National Grid People knowledge standards, facilitates seamless content flow, and remains up-to-date and accessible for users. The role also ensures necessary governance to maintain accountability for knowledge with the SME teams which own it.

What You'll Do

Act as the primary gatekeeper for approving new and updated People Knowledge articles within the ServiceNow workflow. Ensure all articles meet People KM standards and EEEDA design guardrails for clarity, accuracy, and completeness before pushing to final approval for publishing.

• Branding, Tone of Voice, and Metadata Management:

Ensure all newly created or updated knowledge articles align with National Grid branding guidelines and company tone of voice. Leverage analytics and user insights to enhance knowledge discoverability and user experience. Validate that all necessary article attributes, metadata, taxonomy and categorisation are accurate, complete, and optimised for searchability within ServiceNow and Grid:Home.

• Governance Review, Feedback Management, and Continuous Improvement:

Provide Senior Stakeholders with a weekly summary of activity and knowledge views for the previous week. Maintain knowledge dashboard and identify any further analysis opportunities. Leverage the analytics available to identify gaps in Knowledge and recommendations for new/amends to articles. Conduct monthly governance reviews of all People Knowledge articles in ServiceNow to address expired or expiring content, low-rated articles, and any knowledge gaps identified from customer tickets or cases. Ensure feedback is acted upon within SLA and articles are regularly updated to improve quality and user satisfaction.

• Live Content Publishing Management:

Oversee the live publishing of content to widgets on the ServiceNow MySupport portal (People page) ensuring content is delivered on time and is accessible to users in the appropriate areas of the platform.

• Collaboration with Stakeholders for Content Intake:

Act as a trusted advisor to global stakeholders, building strong relationships to understand needs and drive adoption of knowledge practices. Facilitate workshops, training and onboarding sessions to promote knowledge and the role it has as one of our strategic priorities. Promote the training material available to authors and owners to support the completion of the knowledge process. Collaborate with the People Comms & Engagement, other People COEs, and EBS People (J2L) Teams to manage the intake process for People Knowledge content. Facilitate the flow of content requests and ensure new articles are aligned with strategic needs and user requirements in ServiceNow.

• Content Coordination and Conflict Management:

Liaise with teams and colleagues involved in ServiceNow content publishing for other service lines to ensure content publishing to the main ‘cross service line’ MySupport landing page is synchronized and does not cause conflicts or confusion for users.

About You

• Collaboration & global stakeholder management
• Excellent written and verbal communication, having the ability to interpret data and analysis into user-friendly content
• Planning and coordination
• Continuous improvement
• Compliance & governance mindset
• Sound knowledge of HR operations – desired
• Role can be based in UK or US but will develop to support customers globally over time. Occasional travel to UK/US may be required for training/team/project activities on an exceptional basis
• Significant experience in HR, ideally in an HR Operations environment with a focus on employee lifecycle management.
• Comfortable using data analytics tools.
• Experience with Self Service tools + knowledge management platforms (ServiceNow, Sharepoint, SalesForce or similar)
• Ability to drive cultural change around knowledge sharing and self-service tools
• Proven track record of leading initiatives that have improved self-service, reduced support demand or enhanced UX
• Experience of working in a global organisation, ideally within a shared service or business service environment

What You'll Get

A competitive starting salary between £48,374.00 – £57,012.50 dependent on capability.

As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.  

About Us

National Grid touches the lives of almost everyone, with an energy network that stretches across the Atlantic. We’re an international team, and our work underpins the lives of millions of people. Feet forwards, head up, and eyes bright, we’re working hard to create value for people today – and shape the future of energy tomorrow.

In the UK, we don’t generate or sell energy – we join the dots to get energy from A to B. From making a cup of tea in the morning, to keeping the lights on in hospitals, our electricity network puts power in the hands of people. Without it, the world as we know it would grind to a halt. 

More Information

This role closes on August 18th at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary. 

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

More Information