Project Manager – HR Knowledge & Enablement
Cpl Group View all jobs
- Dublin
- €45,000 per year
- Temporary
- Full-time
- Manage and resolve employee and manager cases via Workday or Similar Platform and case management platforms
- Own and optimise the knowledge base, ensuring content is accurate, searchable, and drives self-service
- Lead case deflection initiatives by improving knowledge, identifying gaps, and leveraging AI recommendations
- Analyse case trends, SLAs, and volumes to reduce demand and improve resolution times
- Partner with global teams to improve case routing, categorisation, and automation workflows
- Support enhancements across Workday processes (time off, benefits, employee data, transactions)
- Participate in UAT testing for Workday and case management improvements
- Ensure high standards in data accuracy, compliance, and process integrity
- Contribute to continuous improvement initiatives across service delivery and support models
- 3-4 years' experience in case management, shared services, or operations support environments
- Hands-on experience with Workday (HCM) and/or case management tools (e.g. ServiceNow, Salesforce)
- Strong experience managing knowledge bases, FAQs, or self-service content
- Understanding of case deflection, SLAs, and service optimisation
- Analytical mindset with ability to interpret case data and performance metrics
- Strong written and verbal communication skills
- High attention to detail and ability to work in fast-paced, global environments
- Experience with AI-driven support tools, chatbots, or automation
- Additional European language (German or French)