Bain & Company, Inc.

Company Profile

Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick. The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has offices in various countries, and its deep expertise and client roster cross every industry and economic sector.

The firm established several functions in the Indian market early 2000s and its remit across functions has expanded over time. Since 2019, these functions have become part of Global Business Services (GBS). Global Business Services (GBS) is a network of five interconnected business-function hubs across India, Poland, Malaysia, Mexico and Portugal, serving Bain globally to run our business, support other functions, and help drive innovation internally. We are over 1000 business professionals – serving functions in operations, HR, finance, legal, tech, marketing, research, and data analytics – who support our offices globally.  Our mantra of “shared innovation, seamless execution,” underpinned by a passion for results, teamwork, and creativity, helps Bain stay at the top of our game operationally.

Position Summary

The Coordinator, Global Knowledge role supports the successful launch and ongoing maintenance of the HR Service Delivery (HRSD) platform by creating, editing, and managing knowledge articles in ServiceNow. The Coordinator will ensure content is accurate, accessible, and aligned with global HR standards, enabling employees to easily find and use HR information. This role is essential to building a scalable, user-friendly knowledge base that supports self-service and operational efficiency across the company.

The Coordinator accelerates the build‑out of our HR knowledge base in ServiceNow by migrating content from local policy manuals, SharePoint sites, and other formats into clear, searchable knowledge articles. Partners with stakeholders to structure, tag, and maintain articles that enable self‑service and support HRSD.

Principal Accountabilities 

• Intake & assess source content from local HR policy manuals, SharePoint sites, PDFs, and other repositories.
• Transform source content into ServiceNow knowledge articles following Bain standards (tone, structure, accessibility).
• Apply taxonomy/tags/metadata, set visibility & lifecycle states; manage versioning and archiving.
• Partner with stakeholder to validate accuracy and local policy nuances.
• Maintain & improve existing articles based on feedback, analytics, and platform releases.
• Collaborate with HRSD/ServiceNow admins on templates and publishing workflows.
• Monitor article KPIs (views, helpfulness, deflection signals) and recommend improvements.
• Contribute to lightweight governance (intake queue, SLAs, peer review, approvals).

Knowledge, Skills, and Abilities

• Strong writing and editing skills with attention to clarity, tone, and structure
• Familiarity with knowledge management systems, ideally ServiceNow
• Ability to collaborate across global teams and manage multiple priorities
• Detail-oriented with a focus on quality and consistency
• Comfortable working in a fast-paced, evolving environment

Experience

• 1-3 years in KM/tech writing/HR ops; hands‑on KB authoring (ServiceNow preferred); strong writing/editing; organized, detail‑oriented.
• Experience working in a global or matrixed organization is a plus

Additional Requirements

• Occasional global collaboration across time zones may be required