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Title:  HR ServiceNow Product & Knowledge Manager

Requisition ID:  17793-159

Atlanta, GA, US, 30328

Category:  Information Technology
Travel:  No Travel Required

Graphic Packaging International (GPI) is embarking on a journey to transform HR and improve how we deliver services to our most valued asset – our employees.  The ServiceNow Product & Knowledge Manager will be responsible for ensuring that the HR service management platform meets business objectives by increasing process efficiency, employee adoption and usage globally. The candidate will lead projects to add additional HR services in ServiceNow and is also responsible for the content management function working with key HR and operational stakeholders. 


Required Skills

HR Service Delivery Product Owner

  • Act as the Product Owner for Human Resources Case Management, Knowledge Management and Employee Center in ServiceNow, collaborating with relevant stakeholders and customers to understand and anticipate their needs and translate them into product requirements (including reporting and analytics)
  • Gather all business requirements for enhancements, defects, and ad hoc requests and create user stories for developers. Conduct and sign off on user acceptance testing with stakeholders and remain in constant communication with stakeholders concerning the status of in-progress work.
  • Partner with HR, IT, and our implementation partner to advise on development priorities
  • Act as the HR functional lead on ServiceNow upgrades, including reviewing and testing new features, impact analysis and prioritizing enhancements for HR configuration and maintenance.
  • Develop and deliver training to our customers and HR Agents on the HR ServiceNow features and functionality.
  • Stay abreast of ServiceNow features/capabilities through ServiceNow training, SNUGs, webinars, etc.


Knowledge Management

  • Manage site content ensuring pages are organized, appear professional and provide workflow capabilities that support Organization mission and goals
  • Perform administrative functions for HR knowledge bases like defining categories, pinning important articles, and approving changes to articles.
  • Partner with HR, IT and Payroll to develop, maintain and deliver knowledge articles and information and ensure content remains fresh and relevant
  • Manage campaigns that are available to target audiences in the Employee Center
  • Lead, coach, and mentor content editors. Ensure stakeholders are informed, engaged, and involved at all relevant stages of Knowledge Management
  • Make recommendations for new content development based on data and analytics such as user feedback ratings, search results feedback, views and case resolutions
  • Partner closely with SMEs to drive consistency throughout the process of publishing, tagging, and placing of content.
  • Contribute to established SLA metrics and general site health to drive customer self-service resolutions


Required Experience


  • BA or BS Degree in Business Administration, Information Systems, or other degrees with equivalent experience
  • A minimum of 2 years of ServiceNow experience
  • Strong devotion to customer service and technical excellence
  • Proficiency with MS Office Suite
  • An energetic individual who can meet the challenges of a fast-paced environment, with the comfort and skill to quickly change priorities to meet the needs of the business
  • Strong interpersonal and problem-solving skills with ability to build relationships and influence across broad range of stakeholders, including senior executives
  • knowledge of current and emerging technology and process innovation practices, including Agile methodologies
  • Exceptional attention and focus on continuous improvement to deliver a simple, streamlined employee experience
  • Strong oral and written communication skills, with the ability to translate complex technical solutions or concepts into simple, meaningful messaging for non-technical audiences

  • At Graphic Packaging International (NYSE: GPK), we produce the box you may have poured your child's cereal from this morning, the microwaveable tray that heated your lunch, the paper cup that held your coffee throughout the day, and the carrier of those bottles of craft beer you may enjoy tonight! We're one of the largest manufacturers of paperboard and paper-based packaging for some of the world's most recognized brands of food, beverage, foodservice, household, personal care and pet care products. Headquartered in Atlanta, Georgia, we are a team of collaborative, innovative, passionate individuals who are committed to providing consumer packaging that makes a world of difference.

    With almost 18,000 employees working in more than 70 locations in North and South America, Europe and the Pacific Rim, we strive to be an environmentally responsible leader in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry's best to reward the talented people who make our company successful.

    If this sounds like something you would like to be a part of, we'd love to hear from you. Learn more about us at

    Inspired Packaging. A World of Difference.

    Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the Poster, EEO is the Law.

    Nearest Major Market: Atlanta

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