People Services Center Analyst (Knowledge Management) - São Caetano do Sul/SP

Work Model: Hybrid - 3x on-site at Sao Caetano Office Responsible for the end-to-end management of the PSC (People Services Center) Knowledge Base, ensuring governance, content maintenance, standardization, and lifecycle management of both internal and HR Self-Service articles. Operates with a high degree of autonomy to continuously improve the employee experience, manage performance metrics, and collaborate with stakeholders and partner teams.

Manage PSC Knowledge Base, including internal articles and HR Self-Service content designed for employees. Administer the complete lifecycle of Knowledge Base (KB) articles, including content creation, review, publication, updates, expiration, and retirement of obsolete materials. Ensure Knowledge Base governance by promoting standardization of structure, language, categorization, quality, and content consistency. Identify content gaps, simplification opportunities, and recurring topics, recommending improvements that enhance self-service effectiveness and the overall employee experience. Serve as the primary point of contact for Subject Matter Experts (SMEs), and partner teams, coordinating content updates and capturing changes to processes, policies, and programs. Monitor Knowledge Base performance metrics and KPIs, analyze trends, and recommend continuous improvement actions. Identify and resolve non-routine Knowledge Base issues by exercising independent judgment while ensuring compliance with company policies and procedures. Coordinate with cross-functional teams to implement solutions, content updates, and process improvement initiatives. Support digital transformation and employee experience initiatives through the ongoing evolution of the PSC knowledge management strategy. Your Skills and Abilities (Required Qualifications)   Bachelor's degree in Business Administration, Human Resources, Project Management, Communications, or a related field. Languages: Portuguese (Native) / English (Advanced) / Spanish (Intermediate) Analytical skills with the ability to track metrics, monitor performance indicators, and identify improvement opportunities. Ability to work independently and make decisions related to knowledge governance processes. Proven ability to manage multiple stakeholders and influence partners without direct authority. Excellent written and verbal communication skills. What Will Give You a Competitive Edge (Preferred Qualifications)   Previous experience in People Services, Human Resources, Shared Services, or Customer Support Operations. Knowledge of ServiceNow Knowledge Management or similar knowledge management platforms. Experience managing Knowledge Base governance in global or cross-functional environments. Experience leading continuous improvement and digital transformation initiatives. 

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need gm immigration sponsorship now or in the future.

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

This job may be eligible for relocation benefits.

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