Role: Technical HR Knowledge Management Lead

• Global

Location: Hyderabad

Full/ Part-time: Full Time

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the role

We are seeking an innovative and technically skilled KM Manager to join our global HR Knowledge Management team. In this role, you will drive the optimization of AI-powered search, analytics, and self-service solutions for HR knowledge across the organization. You will partner closely with Digital Technology (DT) teams and global stakeholders to deliver best-in-class knowledge management experiences, focusing on knowledge gap detection, case deflection, and continuous improvement through advanced analytics.

Key Responsibilities:

KM Technology & Analytics Excellence:

• Lead the optimization and continuous improvement of AI-driven search capabilities for HR knowledge platforms (e.g., Service Now, Share Point).
• Lead the end-to-end technical development and delivery of Service Now (SNOW) enhancements, including requirements gathering, solution design, testing, and deployment in partnership with Digital technology team, KM team, and GPS teams.
• Develop and implement KM analytics to identify knowledge gaps, monitor case deflection, and drive actionable insights for HR stakeholders.
• Collaborate with global and regional HR teams to align technical KM solutions with organizational strategy and goals.
• Innovate and leverage emerging technologies to enhance knowledge creation, sharing, and accessibility.

Self-Solve & Case Deflection:

• Drive adoption of self-service solutions by optimizing search algorithms and user experience.
• Monitor and analyze usage data to recommend improvements that increase case deflection and reduce manual HR queries.
• Support global implementation of AI-driven chatbots, predictive analytics, and other digital solutions to streamline query resolution.

Content Governance & Quality:

• Utilize advanced analytics to monitor usage and self-solve effectiveness.
• Design, build, and maintain advanced reports and dashboards on Service Now to provide actionable insights for HR stakeholders.
• Recommend and execute strategies for continuous improvement based on data.
• Measure the impact of KM initiatives on employee experience satisfaction and operational efficiency.

KM Training and Comms:

• Design and deliver training programs for HR teams and content creators on KM tools, analytics, and best practices.
• Develop communication campaigns to promote adoption of new KM technologies and processes.
• Lead change management initiatives to support the rollout of new technical KM solutions.

Innovation & Collaboration:

• Stay ahead of industry trends, identifying and recommending best practices and cutting-edge technologies in technical KM and self-service.
• Act as a technical subject matter expert in global KM forums, ensuring alignment of technical solutions with regional and global needs.
• Serve as the primary liaison between technical teams, Service Now platform owners, HR Knowledge Management (KM) teams, and Global People Services (GPS) teams to identify, recommend, and implement technical enhancements.

Requirements

• Minimum 7 years of relevant experience (e.g., knowledge management, HR technology, analytics, content management, digital transformation), or a comparable combination of education and professional background.
• Strong technical expertise in AI search optimization, analytics, and digital KM platforms (e.g., Service Now, Share Point, chatbot technologies).
• Demonstrated experience in Service Now development, including workflow automation, reporting, and dashboard creation.
• Proven track record of managing cross-functional projects and driving technical enhancements in collaboration with diverse teams.
• Advanced analytical skills, with the ability to translate data into actionable insights.
• Excellent communication skills, able to simplify complex technical concepts for diverse audiences.
• Strong organizational and project management abilities, consistently delivering results in a fast-paced environment.
• Experience in change management and developing communication strategies for technology adoption.
• Collaborative, adept at partnering with global and regional teams and stakeholders at all levels.

Benefits

We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.

• Have peace of mind and body with our health insurance
• Drive forward your career through professional development opportunities
• Achieve your personal goals with our Employee Assistance Programme

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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