HR Technical Writer (Workday AI)

We are building an HR Self-Service AI Agent that gives colleagues and HR trusted, instant answers to everyday HR questions and hands transactional requests to Workday self-service. This role sits within our wider HR transformation programme spanning Workday, AI-enabled employee experiences, and digital process modernization and owns the content layer that makes the agent accurate: authoring, structuring, and maintaining the knowledge articles the bot retrieves and the templates that keep the library consistent.
The writer turns policy, benefits, payroll, and leave source material into concise, plain-language answers mapped to defined use cases and Workday skills, working to a structured article template and a clear governance and sign-off process. Alongside the agent's knowledge base, the role develops broader HR and Workday process documentation SOPs, user guides, and current- and future-state process maps that supports adoption of AI-enabled HR solutions. Phase 1 targets a January 2027 go-live, moving through Design, Build, Testing/UAT, and Hypercare.
Key responsibilities
Knowledge content & AI agent authoring
• Author knowledge articles to the standard article template a short bot reply, a fuller detail/body, procedural steps where relevant, related questions/search phrases, and keywords/tags in plain language, free of jargon.
• Source from authoritative “sources of truth” (Colleague Handbook, benefits portal, policy library, Workday Learning, COE documentation) and maintain strict traceability from every answer back to its named source. No inferred or unsourced content.
• Apply the capability model: L1 Inform (answer in-bot), L2 Assist (hand off to a Workday self-service skill), escalate for sensitive matters and tie each transactional article to the correct Workday skill from the skill mapping.
• Engineer for retrieval: write the real colleague phrasings, synonyms, and search terms that drive the agent's ability to find the right article recognizing that question phrasing often matters more than body text.
• Document conversational workflows chatbot decision trees, employee journeys, and escalation paths so intent, routing, and hand-offs are clear and maintainable.
• Handle business-unit variance: where policy or process differs across business units, create scoped article variants and clearly flag divergence rather than publishing a single blended answer; support the alignment sessions that resolve it.
• Flag and correctly route sensitive topics (employee relations, grievances, ethics, ADA, medical/leave of absence, legal). These are authored to inform on policy and escalate to a person never to execute a transaction.
HR & Workday process documentation
• Create and maintain process documentation, SOPs, user guides, quick reference guides, and knowledge base articles, translating complex HR and technical requirements into clear, business-friendly content.
• Develop current-state and future-state process maps for HR and talent processes.
• Document Workday business processes, security impacts, integrations, and workflow changes, and create release documentation supporting Workday enhancements and system updates.
Content governance & lifecycle
• Manage the content lifecycle: move articles Draft → In Review → Approved → Published; carry each through the owner and sign-off chain (content owner → COE → Legal → HRST →HRIS); set effective and review dates and honor the review cadence and policy-change triggers.
• Maintain the knowledge library and template inventory keeping use case, owner, source, keywords, priority, and build-status metadata current and consistent across the article set, and ensuring documentation reflects approved business processes and governance standards.
• Maintain centralized repositories for HR operational and technical documentation.
Stakeholder engagement & discovery
• Facilitate discovery sessions to gather documentation requirements and interview subject-matter experts to validate content.
• Collaborate across HR leaders, HRIS teams, process owners, COE owners, Talent Acquisition, Legal, and Technology partners to gather, validate, and get sign-off on content.
Testing, launch & hypercare
• Support Testing/UAT: test retrieval with real colleague questions, identify gaps and mis-answers, and refine content and search phrasing based on results.
• Support Hypercare and ongoing maintenance after go-live updating articles as policies, systems, and tenant configuration change.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 5+ years of technical or knowledge-base writing experience, ideally for a knowledge management system, help center, or conversational assistant/chatbot.
• Experience supporting HR, HRIS, Workday, or digital transformation initiatives, with a strong understanding of HR business processes and employee lifecycle workflows.
• Demonstrated ability to distil dense policy, legal, or benefits source documents into short, accurate, plain-language answers.
• Experience creating process maps, SOPs, workflow diagrams, and structured/templated technical documentation.
• Content design fundamentals: information architecture, taxonomy/tagging, and writing for search and retrieval.
• Strong editorial rigor and QA discipline consistency, accuracy, and version control across a large article set, with careful source citation and change tracking.
• Experience interviewing stakeholders and documenting requirements, and excellent written communication and document organization skills.
• Proficiency with Microsoft Office and SharePoint (or similar content-collaboration tools).

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.