Knowledge Management Analyst, People Operations

Job Details

The Knowledge Management Analyst is responsible for the creation, governance, and continuous optimization of People Operations documentation, content, and workflow design. This role ensures that standard operating procedures (SOPs), knowledge articles, and process documentation are accurate, current, and accessible across stakeholders, systems, and AI-enabled platforms.
Beyond documentation, this role plays a critical part in designing and mapping end-to-end workflows, identifying systemic risks and recurring failure patterns, and enabling operational consistency at scale. The Knowledge Management Analyst partners closely with subject matter experts (SMEs), People Operations, and technology teams to translate institutional knowledge into structured, consumable content that drives service quality, automation readiness, and continuous improvement.

Job Description

Summary
The Knowledge Management Analyst is responsible for the creation, governance, and continuous optimization of People Operations documentation, content, and workflow design. This role ensures that standard operating procedures (SOPs), knowledge articles, and process documentation are accurate, current, and accessible across stakeholders, systems, and AI-enabled platforms.
Beyond documentation, this role plays a critical part in designing and mapping end-to-end workflows, identifying systemic risks and recurring failure patterns, and enabling operational consistency at scale. The Knowledge Management Analyst partners closely with subject matter experts (SMEs), People Operations, and technology teams to translate institutional knowledge into structured, consumable content that drives service quality, automation readiness, and continuous improvement.

Job Duties

• Own and govern the HR Shared Services documentation framework, including SOP creation, version control, governance standards, and content lifecycle management (creation, maintenance, retirement)
• Ensure all documentation is accurate, current, compliant, and accessible across knowledge bases, systems, and AI-driven tools
• Proactively audit and maintain knowledge repositories to prevent outdated, duplicate, or conflicting content
• Design and map end-to-end HR workflows to drive operational consistency, scalability, and automation readiness
• Partner with People Operations and process owners to align documentation with standardized processes and service delivery models
• Identify recurring failure patterns, process breakdowns, and systemic risks through analysis of operational data and trends
• Conduct root cause analysis on documentation gaps contributing to errors or inefficiencies; recommend corrective actions
• Partner with subject matter experts to translate complex or tribal knowledge into clear, standardized, and consumable content
• Develop structured communications and documentation to support process changes, system updates, and service adoption
• Establish and track key performance indicators (e.g., SOP adoption, knowledge utilization, content accuracy, risk reduction)
• Influence process owners and stakeholders to adopt documentation standards and maintain content integrity without direct authority

Minimum Qualifications

• High School Diploma/GED
• 2 years to 5 years of experience in knowledge management, documentation, HR operations, process improvement, or a related field
• Experience developing SOPs, process maps, or knowledge content in a complex, cross-functional environment
• Strong experience creating, structuring, and maintaining SOPs, workflow documentation, and knowledge base content
• Ability to translate complex processes into clear, user-friendly documentation and structured content
• Strong analytical and problem-solving skills, with the ability to identify trends and root causes
• Familiarity with knowledge management tools, content management systems, and process mapping tools (e.g., Visio)
• Understanding of AI/GenAI concepts and how structured content supports automation and self-service experiences
• Excellent written and verbal communication skills
• Strong stakeholder management and influencing skills without direct authority
• High attention to detail, organization, and commitment to accuracy and governance

Preferred Qualifications

• Bachelor’s Degree in Human Resources, Business, Communications, Information Management, or related field
• Experience working within HR Shared Services, ServiceNow HRSD, or similar case management environments

Additional Qualifications

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Primary Location Address

1101 Market, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.    

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. 

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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