Senior Manager – HR Knowledge Management
Job Title: Senior Manager - HR Knowledge Management
GCL: E
About AstraZeneca:
AstraZeneca is a science-led biopharmaceutical company, and at the forefront of delivering innovative medicines. To support this mission, efficient service management is crucial. As part of our dedication to providing seamless and effective support, we are seeking a motivated and forward-thinking Service Management Knowledge Analyst to join our team. You will play a key role in ensuring our service management processes are supported by high-quality, readily accessible knowledge.
About the role:
In this role, you will be accountable forend-to-endHR knowledge governance across markets and HRCOEsensuring that employees and line managers can readily accessaccurate, up to dateand accessible content. You will lead a team of Knowledge Analysts, work closely with the GBS Enterprise Knowledge team to align and influence enterprise priorities for HR, and collaborate with GBS, IT and Finance to define and embed enterprise knowledge standards. The Knowledge Lead will own the knowledge operating model across ServiceNow andMoveworks, and will responsiblyleverageAI to enhance search, improve authoringefficiencyand strengthen self-serviceoutcomes.
Introduction to role
Are you ready to lead global and regional continuous improvement initiatives in a dynamic environment? At AstraZeneca, we are a global, science-led biopharmaceutical company dedicated to discovering, developing, and commercializing prescription medicines for some of the world’s most serious diseases. As a Senior Manager in HR Services, you will play a pivotal role in cultivating a culture of continuous improvement within our Global Learning Services team. Your mission will be to find opportunities for process standardization, implement guidelines, and ensure sustained improvement efforts. Join us on our exciting journey to pioneer the future of healthcare!
Accountabilities
Define and maintain enterprise-grade knowledge policies, taxonomy, metadata, and quality standards. Establish important metrics and run governance forums with markets and COEs to ensure adoption and consistency.
Content lifecycle and findability: Oversee creation, curation,localisation, review, and retirement of HR knowledge; drive search experienceoptimisation; close feedback loops from Voice of Customer and analytics to improve search success and deflection.
Team leadership and delivery: Line-manageKnowledge Analysts, setobjectivesand KPIs, coach and develop capability, and manage resource planning and workloadprioritisation
Enterprise partnership and influence: Serve asprimaryHR interface to the Enterprise Knowledge team; advocate HR priorities in the enterprise roadmap; cocreate andsocialiseenterprise knowledge standards with GBS, IT, and Finance.
Productownership (ServiceNow andMoveworks):Act as product owner forHRknowledge capabilities in ServiceNow (including article templates, approval workflows) andMoveworks; define requirements, acceptance criteria, and release readiness;maintainmonitoring and analytics for findability and usage.
Change and adoption: Drive communications, training, and change management to embed knowledge practices; build a champions network and ensure market/COEbuy-in.
Self-service enablement and case deflection: Increaseself solverates throughhigh qualitycontent, improved search, and proactive surfacing via chat and portal; partner with Operations to measure and uplift deflection and reduce repeat contacts.
Data, quality, and continuous improvement: Define and track KPIs (e.g., search success, article accuracy/freshness, deflection, CSAT/NPS,time to publish); conduct root cause analysis of failed searches and repeat queriesto improve outcomes.
AI enablement:Promote safe and effective use of AI/automation to improve knowledge findability and authoring (e.g., semantic search, generative drafting), within data privacy and security boundaries.
Essential Skills/Experience
- Proven experience leading enterprise knowledge management or service knowledge functions across multiple markets or business units.
- Strongpeoplemanagement experience, with the ability to build capability and drive performance in a distributed team.
- Deephandsonknowledge of ServiceNow knowledge management and familiarity withMoveworksor equivalentAIpoweredsupport platforms.
- Demonstrable success in developing knowledge standards, taxonomy, governance, and content lifecycle processes.
- Strong collaborator management and influencing skills, able to reconcile HR priorities with enterprise objectives and crossfunctional needs (GBS, IT, Finance).
- Data-driven approach with proficiency in defining benchmarks, analytics, and reporting; comfortable using dashboards to drive decisions.
- Working understanding of AI/ML concepts applied to enterprise knowledge (search,summarisation, content generation), with awareness of privacy, security, and bias considerations.
- Excellent written and verbal communication skills, with an ability to produce clear guidance and governance materials.
AstraZeneca stands at the forefront of scientific innovation, leading the way in addressing unmet medical needs and transforming patient outcomes. As pioneers in biopharmaceutical research and development, we are dedicated to making meaningful advancements in our disease areas and improving the lives of patients worldwide.
Our people are our most important asset and as part of our dedication to enhancing the employee experience, we have launched an innovative Employee Experience programme aimed at fostering a culture of empowerment, growth, and collaboration. At the heart of this initiative is our Enterprise AI Assistant – the myAZ service, which seeks to revolutionize the way employees access support and resources. This transformative service reflects our commitment to providing our workforce with seamless, efficient, and personalized assistance. As we continue to prioritize the well-being and professional development of our employees, we are seeking a talented and forward-thinking myAZ Knowledge Analyst to join our team and contribute to our mission of redefining the future of employee support and experience.
Date Posted
13-Jan-2026Closing Date
30-Jan-2026AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.
AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.
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