ERM is the world’s largest specialist sustainability consultancy, with over 50 years of experience helping organisations navigate complex environmental, social, and governance challenges. We bring together a global community of experts to deliver meaningful impact for our clients and the planet.
The Global Delivery Centre (GDC) in Gurugram is ERM’s global operating backbone. It delivers business enablement services in Finance, HR, IT, and Commercial Operations to ensure ERM’s global business runs seamlessly, efficiently, and consistently.
At the GDC, you will:
Be part of a hub that ensures ERM’s business continuity worldwide.
Collaborate with colleagues across geographies to support global operations.
Drive consistency, compliance, and efficiency in core functions.
Work with digital, automation, and AI-enabled tools to optimise how ERM operates.
Work in shifts where required, depending on the role. As processes mature and automation increases, reliance on shifts will reduce.
Why this role matters?
As a Business Analyst (Knowledge Management), you will support ERM’s global delivery by supporting the HR Transformation and Process Improvement projects. You will work within People Services Team (GDC), partnering with various stakeholders to achieve desired results. This role is critical to project delivery, efficiency and GCC’s scalability.
What will your impact be?
You will play a key role in strengthening HR knowledge management and enabling a seamless digital employee experience across the GDC. You will ensure HR content, policies, processes, and self-service journeys are accurate, accessible, and continuously improved, while supporting the transition of HR activities into the GDC through structured planning, documentation, knowledge transfer, and hyper-care. Working closely with HR SMEs, process owners, technology teams, and stakeholders, you will bring structure to requirements and backlog management, drive Agile delivery, and identify opportunities to simplify processes, improve self-service adoption, and create a consistent, scalable HR experience.
Key responsibilities:
Knowledge Management & Content Curation
Own and curate HR portal content across Help, Minerva, Workday Help, and other digital channels, ensuring an accurate, consistent, and user-friendly employee experience.
Develop, maintain, and continuously improve customer journeys, knowledge articles, FAQs, and self-service content.
Maintain front-end/portal content and coordinate with relevant stakeholders to ensure content is clear, current, and aligned with business requirements.
Publish and maintain policies, handbooks, SOPs, and process documentation, ensuring appropriate version control and alignment with local process owners.
Establish and maintain content governance, including content reviews, ownership, version control, and periodic refresh cycles.
Self-Service & Digital Adoption
Support the rollout and adoption of HR self-service capabilities, including Workday Help and other digital HR solutions.
Develop and maintain communication and knowledge content to support new feature releases, process changes, and system enhancements.
Partner with HR SMEs and technology teams to translate complex processes into simple, employee-friendly self-service experiences.
Monitor user feedback and identify opportunities to improve content, navigation, and self-service adoption.
Transition Planning & Execution
Partner with SMEs to identify, define, and document activities required for the transition of HR processes into the GDC.
Translate transition requirements into structured RBD backlog items, including activities, dependencies, ownership, timelines, and deliverables.
Develop and maintain transition documentation, including SOPs, process maps, knowledge articles, issue logs, and transition plans.
Support transition readiness, knowledge transfer, and hyper-care activities to ensure smooth integration and operational stabilization.
Identify knowledge gaps, process risks, and…