About this role:

Wells Fargo is seeking a HR Service Delivery Consultant - AI Content Specialist. This is a hands-on role focused on the day-to-day management of HR content within ServiceNow, with a strong emphasis on accuracy, structure, and readiness for AI consumption. The specialist will work directly in the system to publish, audit, and maintain knowledge articles and support virtual agent content workflows.

In this role, you will:

• Participate in low to moderately complex initiatives and identify opportunity for process improvements across one or more HR service delivery area; products and processes may be related to, but not limited to, one or more HR functional areas such as: Talent Acquisition, Talent Management, pay, benefits, incentive plan administration, HRIS and records management, leave of absence, employee and labor relations, HR compliance

• Participate in planning and analysis, quality, and process improvement initiatives

• Review, analyze, and consult on basic business, operational, or technical assignments or challenges that require research, evaluation, and selection of alternatives, and exercise independent judgment to guide medium risk deliverables

• Work on internal human resources information systems such as Workday, ServiceNow, and/or other specialized processes/tools within HR functional areas to assess challenges and improve operational and process efficiency

• Participate in developing policies and procedures as well as implementation of best practices and initiatives

• Present recommendations for resolving low to moderately complex situations and exercise independent judgment while developing expertise in the function, policies, procedures, and compliance requirements leveraging thorough knowledge of products, processes, and standard resolutions for most service delivery issues

• Collaborate and consult with functional colleagues, internal partners and stakeholders, including internal or external customers

• Provide guidance to less experienced team members on HR products and processes and how it impacts service delivery outcomes

Required Qualifications:

• 2+ years of Human Resources operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience in technical writing, content operations, or knowledge management.

• Prior work in enterprise platforms (ServiceNow preferred) or structured content environments.

• Comfortable working directly in ServiceNow Knowledge Management and Virtual Agent modules.

• Familiarity with content publishing workflows, tagging, and metadata management.

• Basic understanding of GenAI and conversational AI concepts, with a willingness to learn more

Job Expectations:

• Author, edit, and publish HR knowledge articles directly in ServiceNow Knowledge Management.

• Apply formatting and metadata standards to ensure content is structured for AI and search optimization.

• Maintain version control and ensure content is updated in line with governance guidelines.

• Conduct regular audits to identify outdated, duplicate, or low-performing content.

• Track content health metrics and support cleanup initiatives.

• Assist with prompt entry and conversation flow updates in ServiceNow Virtual Agent.

• Participate in testing and validation of conversational content, reporting issues or gaps.

• Collaborate with the publishing team to align publishing schedules, standards, and process improvements.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.