Carrier
Innovative leader in building solutions, delivering energy-efficient technologies for comfort and sustainability.
Technical HR Knowledge Management Lead – Global
Lead AI-driven HR knowledge management, ServiceNow enhancements, analytics, and self‑service.
Job Highlights
About the Role
The leader will drive optimization of AI‑driven search on platforms such as ServiceNow and SharePoint, lead end‑to‑end technical development of ServiceNow enhancements, and build analytics to identify knowledge gaps and monitor case deflection. They will partner with regional HR teams to align technical solutions with strategy, innovate with emerging technologies, and ensure continuous improvement through data‑driven insights. Additionally, they will design training, communication campaigns, and change‑management initiatives to boost adoption of new KM tools. • Optimize AI‑driven search capabilities on HR knowledge platforms (ServiceNow, SharePoint). • Lead full lifecycle development and deployment of ServiceNow enhancements. • Create KM analytics to detect knowledge gaps and improve case deflection. • Collaborate with global and regional HR teams to align technical KM solutions with business strategy. • Leverage emerging technologies to enhance knowledge creation and accessibility. • Increase self‑service adoption by refining search algorithms and user experience. • Support rollout of AI chatbots, predictive analytics, and digital query‑resolution tools. • Design, build, and maintain advanced ServiceNow reports and dashboards for HR stakeholders. • Develop and deliver KM training programs and communication campaigns to promote tool adoption. • Lead change‑management initiatives for new technical KM solutions. • Monitor industry trends and act as technical subject‑matter expert in global KM forums. • Serve as liaison among technical teams, ServiceNow owners, HR KM, and Global People Services to implement enhancements.
Key Responsibilities
- ▸ai search
- ▸servicenow development
- ▸km analytics
- ▸dashboard reporting
- ▸ai chatbots
- ▸user adoption
What You Bring
Candidates must have at least seven years of relevant experience in knowledge management, HR technology, analytics or digital transformation, and strong expertise in AI search optimization, ServiceNow development, and chatbot technologies. Proven project‑management skills, advanced analytical ability, and excellent communication for translating technical concepts are required. Experience in change management, stakeholder partnership, and delivering cross‑functional technical enhancements is also essential. • Minimum 7 years of experience in knowledge management, HR technology, analytics or digital transformation. • Strong expertise in AI search optimization, ServiceNow development, and chatbot technologies. • Proven track record of managing cross‑functional projects and delivering technical enhancements. • Advanced analytical skills with ability to translate data into actionable insights. • Excellent communication and stakeholder management abilities. • Experience in change management and technology adoption communications.
Requirements
- ▸servicenow
- ▸ai search
- ▸chatbot
- ▸project management
- ▸analytical skills
- ▸change management
Benefits
Carrier offers competitive health insurance, professional development opportunities, an Employee Assistance Programme, and a supportive, inclusive work environment. The company emphasizes diversity, employee engagement, and continuous innovation, aiming to be the world’s first choice in security, shipping and HVAC technology. Applicants are encouraged to apply and join a workforce of about 56,000 dedicated professionals. • Competitive health insurance and employee assistance programme. • Professional development and career growth opportunities. • Inclusive, diverse workplace that promotes teamwork and innovation.
Work Environment
Office Full-Time