Job Description

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Control: Reviews, approves, and audits knowledge articles for accuracy, completeness, and consistency; monitors for outdated or redundant content and facilitates updates or removals as needed.​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