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MassMutual Content Manager, Human Resources in Springfield, Massachusetts

Content Manager, Human Resources

Full Time - Springfield MA (Hybrid Remote)

The Opportunity

We are looking for an enthusiastic, organized, and detail-oriented person to join our Human Resources Operations Team. As a Content Manager, you will be responsible for the design, implementation, and continuous improvement of the knowledge base framework to support all aspects of the Human Resources ServiceNow platform. You will drive continuous improvement of knowledge content operations in collaboration with key stakeholders and subject matter experts

The Impact

In this cross functional role, you will partner with key leaders and subject matter experts across the Communications and Employee Experience organization, as well as the technology team to build and scale a knowledge management program using ServiceNow as a platform. You will create a framework for content development, construction, and writing, in addition to managing a governance model of said content. With this work you will also foster alignment across the organization; preventing silos and inconsistent experiences, helping to build new standards for content management.

In addition to creating impactful content, you will play a key role in the continued development and implementation of knowledge management strategies, processes, tooling, and KPIs. In order to be successful in this role, you will need to be experienced in driving transformation and change within a large organization, with a keen focus on building a culture of continuous improvement.

Additional responsibilities could include:

  • Serve as resource expert in usability, design of knowledge content regardless of media; partner with communications teams to help write, edit, deliver relevant content to HR staff and employees throughout the year

  • Create approach to/and govern updates to global HR practices, process taxonomy, and procedures on the HR portal (ServiceNow)

  • Monitor usage, relevance, & effectiveness of content; respond to feedback/promote continuous improvement

  • Create, test and deliver HR portal content in ServiceNow related to processes, practices, or procedures in partnership with functional SMEs to drive employee and manager self-service and support query resolution

  • Contributes to the creation of KPIs for Knowledge Management assets, and regularly communicates impact, outcomes, and improvement opportunities to the organization

  • Lead and manage activities/initiatives related to content management (e.g., HR practice and procedure development, FAQs, etc.) to support HR projects, operations, activities, etc.

  • Evaluate, revise, and continuously improve the Knowledge Management framework, procedures, and tools as the organization matures in its use of ServiceNow and knowledge

  • Manage content and ensure the latest documentation is available on the HR Portal – abide by brand guidelines, promote MM’s key messages through the portal, and ensure all content is compliant

Minimum Qualifications

  • High School Diploma or GED equivalent

  • 5+ years of experience in a Knowledge Management role, including experience developing knowledge management strategies and roadmaps

  • 5+ years of experience creating impactful content for a large matrix organization, including experience with mixed media approach to knowledge base (video, text, graphics, etc.)

  • 5+ years of experience using documentation tools/knowledge management platforms, like ServiceNow, to develop base templates and standardize output styles

  • 3+ years working in a client facing capacity, with the ability to communicate and work effectively with all organizational levels individually, and as part of a team

Ideal Qualifications

  • Bachelor's degree in a directly related field

  • Previous experience and working knowledge of ServiceNow

  • Previous experience supporting human resources and/or employee services, with working knowledge of HR trends, practices/process

  • Participation/membership/certification in relevant Knowledge Management communities such as APQC, Knowledge Management World or KCS (Knowledge Centered Service) methodology

What to Expect as Part of MassMutual and the Team

  • Daily/weekly huddles

  • Focused one-on-one meetings with your manager

  • Access to mentorship opportunities

  • Networking opportunities including access to all Business Resource Groups

  • Access to learning content on Degreed and other informational platforms

  • Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits


MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us ( and share the specifics of the assistance you need.

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.