HR Service Delivery Knowledge and Systems Lead

Presbyterian Homes & Services is seeking an HR Service Delivery Knowledge and Systems Lead to join their team. This position partners closely with HR Operations, HR Systems, and HR Service Delivery teams to translate policies and processes into clear entry points and service‑ready, authoritative content that supports the broader HR service delivery strategy. This role plays a critical foundational role in building a scalable Service Delivery model by ensuring that HR content, workflows, and supporting systems are organized, accurate, and optimized for employee self‑service, HR case resolution, and AI‑enabled support tools.

 

This is a full-time, on-site role based in Roseville, MN. 

 

Reporting Structure: The HR Service Delivery Knowledge and Systems Lead reports directly to the Director of Total Rewards and Systems or designee. This role works closely with HR Service Delivery leadership and operations partners to support the build and maturation of the HR service delivery model.

The HR Service Delivery Knowledge and Systems Lead is responsible for building and maintaining the foundational HR knowledge base and service delivery system structure, including case taxonomy, routing logic, automation inputs, AI Assistant and Agents content, and Hub content to enable accurate answers, efficient workflows, and a consistent, digital‑first HR experience.

 

Key Responsibilities included but are not limited to:

• Build, structure, and maintain the HR knowledge base, ensuring content is clear, accurate, and optimized for service delivery and employee self-service.
• Translate HR policies, programs, and processes into service‑ready knowledge assets, including FAQs, SOPs, decision trees, and guided help content.
• Establish content standards, templates, and review processes to ensure accuracy, consistency, and sustainability.
• Designs and maintains foundational service delivery components such as case taxonomy, categorization, routing logic, automation inputs, escalation paths, and triage rules to support efficient resolution and consistent handoffs. Defines standard intake requirements and case closure standards to ensure cases are resolved with confidence and contribute to ongoing knowledge improvements. Partner with HR Systems and Operations to ensure knowledge and service structures are properly configured within HR platforms (e.g., case management, employee hubs, AI Agents).

• Bachelor’s degree in Human Resources, Business, Organizational Development, or a related field, or equivalent experience.
• 5+ years of experience in HR operations, shared services, service delivery, knowledge management, or process enablement.
• Strong understanding of HR policies, processes, and service delivery models.
• Demonstrated experience developing service‑ready documentation (e.g., SOPs, FAQs, workflows, decision trees).
• Experience working with HR platforms that support knowledge management, case management, or employee self‑service.
• Exceptional written communication.
• Exceptional cross functional collaboration, communication, and stakeholder management skills.
• Process thinking and operational clarity, Influence without authority
• Demonstrated compatibility with PHS’ mission and operating philosophies.

The estimated starting pay range for this role is $61,277 to $76,565 yearly. This good faith estimate is based upon PHS’s typical starting pay range for this role. Actual pay range depends on many factors including each individual employee’s qualifications and market conditions and is subject to change.

Full-time benefits-eligible employment begins at a minimum of 30 hours per week:

• Health, and dental, including applicable HSA & FSA
• Employer Contribution to HSA for eligible Health Plans
• Life insurance (AD&D)
• Retirement, with eligibility for an employer match
• Holiday pay and extended sick

 

Full and Part-time benefits-eligible employment working between 20-29 hours per week:

• Vision insurance
• Voluntary short-term & long-term disability
• Accident & hospitalization coverage
• Education assistance programs

 

All employees:

• Accrue PTO (Paid time off)
• Same-day pay
• Employee assistance program (EAP)
• College partnership educational discounts
• Access to Learn to Live Resources

Presbyterian Homes & Services (PHS), based in St. Paul, Minnesota, is a nonprofit, faith-based organization providing a broad array of high-quality housing choices, care and services options for older adults. Some 8,000 employees serve more than 41,800 older adults through 60 PHS-affiliated senior living communities in Minnesota, Iowa and Wisconsin, and through Optage^® home and community services. PHS is also co-owner of Genevive, the largest geriatric primary care practice in Minnesota, providing comprehensive care for more than 15,500 older adults. Established in 1955, PHS has earned the reputation as an innovative leader dedicated to promoting independence, purposeful living and the overall well-being for those they serve. Today, PHS is one of the largest nonprofit providers of senior housing and services in the nation.

 

  

 

PHS is an EEO/AA employer. All applicants will receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.