Product Enablement and Knowledge Specialist- Payroll

The Product Enablement & Knowledge Specialist is a key role within our Payroll BPO organization. This individual will own the development, governance, and ongoing enhancement of our product knowledge ecosystem. They will be serving as the bridge between functional payroll operations, product support, training, and service excellence. They will help build and manage a comprehensive knowledge base (e.g., Confluence/Atlassian), ensure the right people contribute the right content, and help our teams resolve product questions quickly and consistently.

This role requires easy-to-understand communication, excellent organizational skills, payroll functional expertise, and the ability to collaborate across implementation, support, product and leadership teams.

Key Responsibilities

• Help identify knowledge gaps and proactively drive content creation by partnering with internal Subject Matter Experts SMEs (curators), consultants, and support teams across the company.
• Build, structure, and maintain a scalable knowledge base (e.g., Confluence/Atlassian) that supports our Payroll BPO’s operational excellence.
• Develop templates, page structures, and taxonomy standards to ensure clarity, consistency, and ease of use.
• Establish and manage governance processes for content review, version control, and quality assurance.
• Ensure all knowledge content aligns with our payroll product capabilities, support processes, and customer-facing standards.
• Serve as a first-line escalation point for functional payroll product questions from internal team members to drive company to in-house educational materials.
• Provide clear, concise explanations on how the payroll product works and how common issues should be resolved.
• Translate complex payroll concepts and configurations into easy to understand accessible knowledge articles, job aids, and learning resources by leveraging artificial intelligence.
• Maintain a knowledge repository of the payroll system’s features, schemas, off-cycles, reports, tax processes, and integration touchpoints from creation by the SMEs.
• Organize internal training sessions, quick hits, job aids, and reference guides to be delivered by the SMEs in recorded sessions for posting to knowledge base and for inputs to pages.
• Assist in onboarding new hires by ensuring they have the knowledge resources they need for success.
• Partner with the HR and onboarding team to convert knowledge topics into structured training modules and certification paths.
• Partner with the compliance team to provide inputs for development of communication plans to share product updates, new features, and changes that affect outsourcing service and support.
• Work closely with consultants, SMEs, payroll managers, and support teams to gather knowledge and maintain accuracy.
• Delegate knowledge-building tasks to the appropriate team members and follow up to ensure completion.
• Facilitate regular syncs or “knowledge sprints” to keep information current.
• Act as the central connector between the BPO Service, Implementation, and Product operations.

Required Skills & Experience

• 3–5 years of functional payroll experience (SAP ECP preferred; other enterprise payroll platforms acceptable).
• Deep understanding of payroll processing, taxation, off-cycles, retroactivity, and payroll controls.
• Strong experience building and maintaining knowledge systems (e.g., Confluence, Articulate, wiki-style environments, etc.).
• Excellent communication skills with the ability to lucidly simplify complex concepts.
• Strong organizational and project-management skills.
• Proven ability to collaborate cross-functionally and motivate others to contribute content.
• Ability to independently gather information, ask the right questions, and produce polished documentation.
• Located in the United States and able to communicate clearly with US customers and internal teams.
• Ability to travel internationally.

Preferred Qualifications

• Experience in a BPO, AMS, shared services, or client-support environment.
• Experience creating training content, SOPs, ad e-learning materials.
• Familiarity with knowledge governance frameworks and content lifecycle models.
• Experience supporting payroll products or similar enterprise applications.