Business Analyst - Knowledge Management

Overview

Support ERM's HR Transformation and Process Improvement projects within the People Services Team at the Global Delivery Centre, focusing on HR knowledge management, self-service content and the transition of HR activities into the GDC.

What you'll do

• Own and curate HR portal content across Help, Minerva, Workday Help and other digital channels, keeping it accurate, consistent and user-friendly.
• Develop, maintain and continuously improve customer journeys, knowledge articles, FAQs and self-service content.
• Maintain front-end/portal content and coordinate with stakeholders to keep it clear, current and aligned with business requirements.
• Publish and maintain policies, handbooks, SOPs and process documentation, with appropriate version control and alignment with local process owners.
• Establish and maintain content governance, including content reviews, ownership, version control and periodic refresh cycles.
• Support the rollout and adoption of HR self-service capabilities, including Workday Help and other digital HR solutions.
• Develop and maintain communication and knowledge content for new feature releases, process changes and system enhancements.
• Partner with HR SMEs and technology teams to translate complex processes into simple, employee-friendly self-service experiences.
• Monitor user feedback and identify opportunities to improve content, navigation and self-service adoption.
• Partner with SMEs to identify, define and document activities required for the transition of HR processes into the GDC.
• Translate transition requirements into structured RBD backlog items, including activities, dependencies, ownership, timelines and deliverables.
• Develop and maintain transition documentation, including SOPs, process maps, knowledge articles, issue logs and transition plans.
• Support transition readiness, knowledge transfer and hyper-care activities to ensure smooth integration and operational stabilization.
• Identify knowledge gaps, process risks and dependencies and proactively work with stakeholders to address them.
• Work within an Agile delivery framework to manage, prioritize and continuously refine the RBD backlog.
• Convert business and transition requirements into clear user stories, tasks, acceptance criteria and actionable deliverables.
• Track backlog progress, dependencies, risks and impediments to support timely delivery.
• Actively participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, sprint reviews and retrospectives.
• Collaborate with SMEs, HR stakeholders, technology teams and GDC teams to ensure alignment and timely resolution of delivery challenges.

What you'll need

• Experience in Business Analysis, Knowledge Management, HR Operations or Process Improvement.
• Strong understanding of BPM, process mapping and continuous improvement methodologies.
• Knowledge of Lean Six Sigma principles.
• Proven ability to gather requirements and develop SOPs, process maps, user stories and knowledge content.
• Experience working with global teams and cross-functional stakeholders.
• Strong analytical, problem-solving and stakeholder management skills.
• Experience with Workday, HR portals, knowledge management or digital self-service platforms.
• Ability to manage priorities, track deliverables and work effectively in an Agile environment.

Nice to have

• Experience in HR Shared Services, GCC or global HR transformation environments.
• Exposure to BPM, Lean Six Sigma, Agile or continuous improvement methodologies.
• Familiarity with Workday, HR knowledge management, digital self-service or workflow platforms.
• Experience leveraging automation, Co-pilot or AI-enabled tools to improve processes and employee experience.
• Relevant certifications such as Business Analysis, Agile/Scrum or Project Management.
• Lean Six Sigma certification.

Details

• Location: New Delhi, India.
• Work in shifts where required, depending on the role.