People & Culture Service Delivery Specialist

We're pioneers in our field and relentless in our pursuit of excellence. Aristocrat is an ideas company at heart, which means innovation is embedded into every aspect of our business. Whether we're designing sleek new cabinets, premium game content or award-winning systems, we apply fresh thinking and creativity to deliver the world's greatest gaming experience, every day. With cool new titles, such as Game of Thrones TM, Sons of Anarchy and Lightning Link along with our award-winning app Heart of Vegas, we're continually pushing the bar of creativity.

What You'll Do

• 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 and conduct regular content audits to guarantee accuracy, relevance, and completeness.
• Support quality initiatives by identifying content gaps and improving efficiency.
• Track and analyze 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 optimization strategies.
• Improve content findability and usability based on employee search behavior.
• Act as a knowledge article point of contact.

• Bachelor's degree or equivalent experience.
• Over 2 years of experience in P&C Operations, Knowledge Management, Content Management, or a related position.
• Proficiency with case management tools, preferably ServiceNow.
• Partner with cross-functional team members and lead training and enablement sessions to ensure effective understanding and use of knowledge content.
• Strong English written and verbal communication skills
• High attention to detail and a structured approach to work.
• Experience in P&C Shared Services or an international service delivery setting preferred.
• Exposure to Workday or other HR systems is a plus.
• Experience with chatbot/virtual agent or self-service tools is a plus