"Knowledge and Systems Process Manager"

Position Summary

Rutgers, The State University of New Jersey is seeking a Knowledge and Systems Process Manager for the University Human Resources (UHR) Service Center team. The Knowledge and Systems Process Manager is responsible for organizing, maintaining, and optimizing the flow of HR information within the university, ensuring accurate, accessible, and actionable knowledge is available to employees and stakeholders. This position plays a critical role in enabling employees to quickly and confidently find answers to HR-related questions by maintaining high-quality, up-to-date knowledge content. This role also works in partnership with the UHR Strategy Team and OIT to ensure the AI's responses are informed by accurate and current content.

Among the key duties of the position are the following:

Creating, Maintaining and Sharing HR Knowledge

• Ensures that HR knowledge is readily accessible to the right people at the right time.
• Ensures the accuracy, relevance, and usability of the knowledge base that powers AI-driven self-service support.
• Works with HR professionals and other stakeholders to identify knowledge needs, capture expertise, and promote knowledge sharing.
• Partners with subject matter experts across HR, Payroll, Benefits, and related functions to create, review, and update content in the HR knowledge base.
• Assesses the effectiveness of knowledge management initiatives and making adjustments to optimize processes and systems.
• Ensures the knowledge base supports an exceptional employee experience and aligns with Rutgers' policies, procedures, and digital service strategy.

Knowledge Asset Organization & Maintenance

• Organizes, catalogs, and maintains all training and reference materials in a structured, user-friendly format across Rutgers' internal systems (e.g., learning management systems, HR portals, and knowledge bases).
• Develops and implements workflows for capturing, reviewing, and retiring outdated materials as needed.
• Identifies gaps in existing knowledge and collaborates with relevant stakeholders to develop new content that addresses user needs.

Knowledge Strategy & Continuous Improvement

• Gathers and acts on feedback from end users and internal staff to refine processes, tools, and structures supporting knowledge management.
• Tracks and analyzes usage patterns of knowledge materials to inform future training priorities and process improvements.
• Conducts regular audits of knowledge assets to ensure content accuracy, consistency, and alignment with Rutgers' current practices.
• Serves as a member of the Knowledge Management Committee, guiding and overseeing the implementation and continuous improvement of knowledge management practices within the university.

Additional Duties including, but not limited to the following:

• Supports staff through informal coaching, training sessions, and job aids related to creating and updating knowledge content.
• Partners with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs.

Minimum Education and Experience:

Bachelor's degree preferably in Human Resources, Communications, Information Management, Instructional Design, or a related field and five years of relevant experience or an equivalent combination of education and/or experience.

Equipment Utilized:

Computer/laptop, MS Outlook, PeopleSoft, Oracle HCM Cloud, ServiceNow, Microsoft Office Applications, MS Teams and Zoom.