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

Job Description

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.

Key Responsibilities
 

• 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.



About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

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We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

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