People & Culture Service Delivery Specialist
The People & Culture Service Delivery Specialist will handle the entire lifecycle of knowledge base content in ServiceNow, from creation to retirement. This involves working with SMEs and content owners to develop and maintain HR knowledge articles, SOPs, and other employee and agent-facing documentation.
The role ensures all content adheres to defined standards, templates, and governance guidelines, and conducts regular content audits to guarantee accuracy, relevance, and completeness. It supports quality initiatives by identifying content gaps and improving efficiency, and tracks and analyses content performance and usage metrics to implement improvements.
Collaboration with the P&C Intelligence team and content owners is key to enhancing chatbot responses. The specialist will continuously improve content to boost self-service adoption and reduce case volumes. Partnering with the ServiceNow Product Owner to support platform improvements and roadmap priorities, as well as supporting the development and maintenance of taxonomy, tagging, and search optimisation strategies, are also core functions. The aim is to improve content findability and usability based on employee search behaviour, acting as a knowledge article point of contact.
- Handle the entire lifecycle of knowledge base content in ServiceNow, from creation to retirement.
- Work with SMEs and content owners to develop and maintain HR knowledge articles, SOPs, and other employee and agent-facing documentation on any site where content may be ingested by a chatbot or other systems (ServiceNow, Sharepoint, etc).
- Ensure all content adheres to defined standards, templates, and governance guidelines.
- Conduct regular content audits to guarantee accuracy, relevance, and completeness.
- Support quality initiatives by identifying content gaps and improving efficiency.
- Track and analyse content performance and usage metrics and implement improvements based on insights.
- Collaborate with P&C Intelligence team and content owners to enhance chatbot responses by updating, adding or removing content.
- Continuously improve content to boost self-service adoption and reduce case volumes.
- Partner with the ServiceNow Product Owner to support platform improvements and roadmap priorities.
- Support the development and maintenance of taxonomy, tagging, and search optimisation strategies.
- Improve content findability and usability based on employee search behaviour.
- Act as a knowledge article point of contact.
- Bachelor’s degree or equivalent experience (required).
- Over 2 years of experience in P&C Operations, Knowledge Management, Content Management, or a related position (required).
- Proficiency with case management tools, preferably ServiceNow (required).
- Partner with cross-functional team members and lead training and enablement sessions to ensure effective understanding and use of knowledge content (required).
- Strong English written and verbal communication skills (required).
- High attention to detail and a structured approach to work (required).
- Experience in P&C Shared Services or an international service delivery setting (preferred).
- Exposure to Workday or other HR systems is a plus (nice-to-have).
- Experience with chatbot/virtual agent or self-service tools is a plus (nice-to-have).
- Robust benefits package
- Global career opportunities
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.