We are seeking an accomplished and dynamic ServiceNow Knowledge Manager to join our team in remote location. In this role, you will play a critical part in:
Designing, developing and administering the ServiceNow Knowledge Management module, including article creation, categorization, review workflows, and content lifecycle governance.
Establishes and maintains knowledge base taxonomy and content structure, partnering with subject matter experts to ensure articles are accurate and organized for both internal and external users.
Defines and enforces article templates, tagging conventions, and publishing standards to ensure consistency, findability, and suitability across all knowledge articles.
Manages lifecycle workflows: oversees content authoring, review, approval, retirement, and archival processes in line with established governance frameworks.
Reports on knowledge base performance using analytics, tracking KPIs such as article usefulness, deflection rates, and content reuse opportunities; drives continuous improvement based on data insights and user feedback.
Champions Knowledge-Centered Service (KCS) practices, supporting authors with training, quality assurance, and best-practice coaching.
Coordinates with IT, process owners, and business stakeholders to ensure alignment of knowledge content with enterprise goals and service delivery needs.
Key Responsibilities:
Content Lifecycle Governance: Oversees the full lifecycle of knowledge articles, from creation and categorization through review, approval, publishing, retirement, and archiving, ensuring all content remains current and reliable.
Knowledge Base Organization: Defines and maintains the taxonomy, structure, and categorization of knowledge bases, setting standards for content formatting, naming conventions, and metadata to promote clear navigation and usability.
Quality Control: Reviews, approves, and audits knowledge articles for accuracy, completeness, and consistency; monitors for outdated or redundant content and facilitates updates or removals as needed.
Continuous Improvement: Tracks content performance, user feedback, and analytics to identify gaps, measure article usefulness, and initiate improvements that increase self-service rates and optimize support operations.
Stakeholder Collaboration: Partners with subject matter experts, trainers, IT, and business units to ensure knowledge articles meet evolving business needs and reflect best practices, supporting enterprise-wide learning and onboarding.
Access and Permissions Management: Assigns roles and permissions for content creators, editors, and approvers, safeguarding content integrity and ensuring only authorized changes are made.
User Engagement and Feedback: Promotes knowledge sharing, facilitates the harvesting of new knowledge from incident solutions, and responds to user feedback to increase relevance, accessibility, and adoption across the organization.
Reporting and Compliance: Generates reports to monitor usage trends, compliance with knowledge governance policies, and leads initiatives to close knowledge gaps and address common support issues proactively.
Additional Requirements:
3- 5 years of Work experience in relevant field and ServiceNow
