Title: HR Operations Specialist
Location: Santa Clara, CA or Austin, TX (Hybrid – 3 days per week onsite)
Type: Contract for 6+ Months
Pay Rate: $35-$46/hr. (based on experience)

SUMMARY
The HR Operations Specialist is responsible for ensuring the quality, consistency, and effectiveness of HR self-service content delivered via our ServiceNow platform. In this role, you will support content creators globally, oversee the content lifecycle, coordinate governance workflows, and ensure evolving HR information is easy to find, understand, and maintain for employees around the world.

RESPONSIBILITIES
Portal & Content Operations

• Provide operational support for the HR self-service portal (ServiceNow), ensuring content is accurate, consistent, and accessible.
  

• Oversee the knowledge article lifecycle from publishing to archival, including content maintenance, expiration tracking, refresh coordination, and retirement.
  

• Monitor system alerts and reports related to content hygiene and proactively engage with content owners to resolve issues.

Content Quality & Governance

• Review and address issues impacting content quality or the employee experience, such as incorrect tagging, template usage, or policy compliance.
  

• Implement and manage established governance processes, coordinating with Subject Matter Experts (SMEs), regional leads, and content writers to support global and local needs.
  

• Facilitate content reviews and approvals, ensuring timely completion of governance workflows.

Content Writer Enablement & Support

• Serve as the primary operational contact for content writers, offering guidance on writing standards, publishing best practices, and ServiceNow functionality.
  

• Support the onboarding of new writers, managing access and training in content standards.
  

• Maintain internal guidelines, resources, and documentation for content creators.

Homepage & Topic Page Management

• Manage updates to HR portal homepages and topic pages, including carousels, visuals, and messaging to reflect key programs and priorities.
  

• Coordinate timely updates in alignment with HR campaigns and initiatives.

Platform Testing & Release Support

• Participate in user acceptance testing (UAT) for ServiceNow releases or enhancements.
  

• Ensure content, workflows, permissions, and overall user experience are functioning as intended after platform changes.

Reporting & Operational Insights

• Track and report on key content operations metrics, including content freshness, remediation progress, governance compliance, and overall portal readiness.
  

• Provide insights to leadership to drive continued improvement of the HR portal.

QUALIFICATIONS

• Experience with content management, governance, or program support in an HR, service delivery, or technology platform environment.
  

• Proficient with digital knowledge base or service platforms (ServiceNow preferred; others like Workday, Oracle, or SAP are a plus).
  

• Strong analytical and process improvement skills; ability to track, evaluate, and drive resolutions based on data.
  

• Experience working in a global or matrixed environment, partnering across multiple regions or centers of excellence.
  

• Skilled at managing multiple priorities, balancing global standards with local needs.
  

• Excellent verbal and written communication skills, with an eye for detail and quality assurance.
  

• Ability to enable and support a diverse community of content creators.
  

• Demonstrated ability to operationalize standards, enforce compliance, and support continuous improvement.

BENEFITS
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Visit https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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