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Senior Associate, Portal performance Role Summary We are seeking a skilled Portal Performance qualified to support the performance, optimization, and user experience of our MyHR portal, built on the ServiceNow platform. This role will focus on monitoring portal usability, responsiveness, content effectiveness, and service delivery performance to help ensure a reliable and effective digital employee experience. As a key contributor working with HR, IT, and end users, you will apply technical understanding, user experience insights, analytics, and business context to support ongoing enhancements and improvements to the HR portal as a core channel for global HR services. Key Responsibilities Portal Performance & Optimization Support monitoring of end-to-end performance of the MyHR portal on the ServiceNow platform. Analyse portal usage data and performance metrics (load time, page hits, click-through rates, etc.) and identify improvement prospects. Assist in implementing optimization actions for improved loading times, accessibility, and navigation. User Experience Management Collaborate with HR, UX/UI teams, and ServiceNow developers to support portal usability and design enhancements. Collect, analyse, and incorporate user feedback to improve employee self-service experiences. Help maintain a consistent and branded digital HR experience across employee journeys. Content & Knowledge Management Partner with content owners to help ensure knowledge articles, FAQs, and portal content are relevant, accurate, and up to date. Support taxonomy, tagging, and search optimization efforts to improve content discoverability. Develop and maintain high-quality HR knowledge content across our internal knowledge platform, ServiceNow. Implement and manage content governance processes, including content lifecycle management, version control, and periodic audits. Ensure alignment of knowledge content with internal policies, and ensure consistent tone, format, and brandin .