Our client is a pioneering global biopharmaceutical company dedicated to developing innovative medicines that transform patient lives worldwide. Operating at the intersection of cutting-edge science and global collaboration, they bridge international markets to accelerate the delivery of life-saving treatments. With a rapidly growing global footprint, they foster a dynamic, multilingual environment where technology and science unite to solve complex healthcare challenges.
Are you a master of structural organization who loves turning complex IT jargon into seamless, user-friendly knowledge? We are seeking a strategic and detail-oriented ServiceNow Knowledge Manager / IT Technical Writer to champion a global IT knowledge transformation.
In this role, you won't just write; you will act as the architect of our client's global IT knowledge strategy. You will lead the migration, modernization, and standardization of content into the ServiceNow Knowledge Management (KM) module, ensuring that internal IT teams and global users have instant access to accurate, searchable information.
Audit & Analyze: Evaluate existing global repositories, identifying redundant or outdated content (ROT) and designing smart consolidation strategies.
Create & Standardize: Author high-quality technical documentation, SOPs, and troubleshooting guides in both English and Chinese, tailoring content for both tech-savvy engineers and everyday business users.
Govern & Migrate: Drive the seamless migration of content into ServiceNow, establishing clear ownership, metadata tagging, and lifecycle workflows.
Collaborate Globally: Partner closely with English and Chinese-speaking Subject Matter Experts (SMEs) worldwide, training them on ServiceNow authoring tools and best practices.
Measure Success: Define and track metrics to measure knowledge adoption, article effectiveness, and overall content health.
The Multilingual Communicator: You possess professional bilingual fluency in both English and Chinese, with a proven knack for technical localization and translation.
The ServiceNow Expert: You have hands-on experience with the ServiceNow Knowledge Management module (or a highly comparable enterprise platform).
The Seasoned Writer: You bring 5+ years of experience in technical writing, knowledge management, or IT documentation.
The Framework Thinker: You are familiar with ITIL-based service delivery processes and Knowledge-Centered Service (KCS) practices.
The Tech-Savvy Organizer: You are highly proficient with documentation tools like Confluence, SharePoint, and MS Office, and you hold a Bachelor's degree in IT, Computer Science, Business, or a related field.
If you are ready to move beyond basic copywriting and take true ownership of an enterprise-level global migration project, this is your stage. You will work with a brilliant international team, enjoy competitive compensation, and see the direct impact of your work on a global scale.
Infotree Global was founded in 2002 in a small office in Canton, MI, Infotree Global had a clear mission; To bring the world’s best talent together with the greatest companies producing results through continuous improvement and innovation. From those humble beginnings, Infotree Global has explosively grown from a two-person operation to a global solutions company, functioning in over 150 countries across 5 different continents.
Infotree Global proudly serves more than 250 of the Global 1000, numerous government agencies, and some of the world’s largest nonprofit organizations. Our sustained growth is attributed to our focus and commitment to our thousands of full-time professionals. In today’s market, where high-quality dedicated individuals are in demand; Infotree Global recognizes that an emphasis on understanding, achieving, and exceeding our employee’s goals, aspirations and overall experience is paramount. This “people over profits” mindset has yielded tremendous success for our employees and clients. Our employees have a vast array of assignments available across the world to help achieve and exceed their career goals and our clients have motivated, dedicated, and hardworking professionals on their team. We are here to help the best talent work with the greatest companies to produce innovative results in a variety of industries including but not limited to IT, Engineering, Clinical, Skilled Trades, Finance and Accounting.
Our mission’s success is supported by several industry awards and accolades. If you are looking for a committed and understanding partner, your search ends here.
