HR Operations Consultant
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AI Summary
Define and operationalize a global HR knowledge management strategy to improve self-service and AI-enabled employee experiences. Lead the design of knowledge frameworks and governance models within ServiceNow HRSD to drive operational efficiency and case deflection.
What You'll Do
We’re looking for an HR Operations Consultant, with a focus on Knowledge Strategy, to join our HR Payroll and Shared Services team! In this role, you will define, mature, and operationalize our global HR knowledge management strategy, ensuring employees and leaders can efficiently access the information they need through intuitive, scalable, and AI-enabled experiences. This role operates at the intersection of HR service delivery, technology, and employee experience, shaping how knowledge functions as a Tier 0 self-service foundation and a critical entry point into Tier 1 case management. You will serve as a trusted advisor and informal leader, influencing strategy and execution across HR Centers of Excellence (COEs). This role will play a pivotal function in representing HR's knowledge strategy within a broader enterprise working group of knowledge professionals, sharing strategic approaches and learnings with peers as it pertains to knowledge.
You will play a key role in ensuring our knowledge ecosystem is:
- Globally consistent, locally relevant, and scalable
- Aligned to HR case management strategy and service delivery model
- Designed for both AI enabled, and non-AI enabled experiences and future-state employee interactions
You'll Also Have The Opportunity To:
- Lead and mature HR's knowledge management strategy, including taxonomy, content governance, and experience design across ServiceNow HRSD and supporting platforms
- Design and optimize Tier 0 self-service experiences, ensuring knowledge effectively guides employees, leaders, and AI enabled solutions to the right answers, actions, or case creation pathways.
- Establish and govern global knowledge frameworks that balance consistency with necessary localization across regions, countries, and worker types.
- Influence and partner with COE and Global leaders to ensure knowledge content accurately reflects and supports their processes and service models in alignment with our knowledge guidelines and strategy.
- Leverage ServiceNow HRSD capabilities (knowledge bases, taxonomy, user criteria, metadata, record producers, translation, etc...) to design scalable and maintainable knowledge structures.
- Ensure knowledge is AI-ready, enabling tools such as chatbots and enterprise search to deliver accurate, relevant, and context-aware responses.
- Develop and implement governance models, including intake processes, content lifecycle management, and ongoing quality assurance.
- Identify gaps and enable process and system improvements to drive efficiency, scalability, and experience within the function.
- Provide consulting support to translate business needs into operational and technology-enabled solutions.
- Leverage data, reporting, and metrics to inform decisions and drive continuous improvement.
- Support adoption of new processes, tools, and operating models through stakeholder engagement across the function and adjacent teams.
- Analyze and resolve complex operational issues, identifying root causes and implementing sustainable solutions.
Why This Role Matters
HR knowledge serves as the front door to HR services—shaping employee experience, driving operational efficiency, and enabling scalable service delivery. A well-structured knowledge strategy:
- Improves employee experience by enabling fast, accurate self-service
- Reduces operational burden through effective case deflection
- Increases consistency and compliance across global HR processes
- Enables AI-driven experiences by providing structured, high-quality content
Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years!
Who You Are
- Bachelor’s degree or equivalent experience required.
- 4+ years of experience in HR, service delivery design operations, systems, or consulting.
- Strong understanding of: HR service deliver models, including knowledge management, case management, and shared services.
- Preferred experience with ServiceNow HRSD, especially knowledge management, taxonomy, and case functionality.
- Demonstrated ability to lead initiatives and influence stakeholders without direct authority.
- Strong analytical, problem-solving, and organizational skills.
- Curiosity and comfort working at the intersection of HR, technology, and AI-driven experiences.
- Understanding of global vs. local operating models, including how to balance standardization with regional needs.
- Experience with HR systems such as HRIS, ATS, CRM, or reporting tools.
- Strong communication and collaboration skills across functions.
- Ability to manage multiple priorities and operate independently.
- High level of integrity and ability to maintain confidentiality.
Salary Range Information
Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.
Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly)
$84600 - $152400 / year
Salary Details
The following locations are examples of market-specific salary ranges across different geographies.
- Grand Island, Ne: $84,600 - $114,300 / year
- Des Moines, IA: $89,300 - $120,650 / year
- Charlotte, NC: $94,000 - $127,000 / year
- Chicago/Minneapolis: $103,400 - $139,700 / year
- Los Angeles/New York City: $112,800 - $152,400 / year
Time Off Program
Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don’t accrue a bank of time off under FTO and there is no set number of days provided.
Pension Eligible
Yes
Work Environments
This role offers in-office, hybrid (blending at least three office days in a typical workweek), and remote work arrangements (only if residing more than 30 miles from Des Moines, IA.). Strong preference for this role based in Des Moines, IA. You’ll work with your leader to figure out which option may align best based on several factors.
Work Authorization/Sponsorship
At this time, we're not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links.
Investment Code of Ethics
For Principal Asset Management positions, you’ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.
Experience Principal
At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits.
Principal is an Equal Opportunity 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.
Posting Window
We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline.
Original Posting Date
6/17/2026
Most Recently Posted Date
6/17/2026
Principal uses artificial intelligence tools to assist in reviewing and evaluating job applications, fraud prevention, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Workforce (U.S.) Privacy Notice for more details on our practices and your data privacy rights.
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