Responsibilities
- Manage and uphold knowledge repositories in ServiceNow, adhering to established knowledge management policies, governance rules, and content lifecycle requirements.
- Analyze article performance, usage patterns, and user feedback to guide content updates and uncover missing information.
- Schedule and oversee periodic content reviews with subject matter experts to enhance content precision, timeliness, and ease of use.
- Assist in onboarding and training individuals who contribute to or use knowledge resources.
- Enforce consistent use of classification systems, tagging conventions, and metadata across all knowledge entries.
- Serve as a primary contact for knowledge contributors, providing guidance, training, and support.
- Collaborate with service delivery teams to promote the use of effective knowledge management practices.
- Plan and facilitate knowledge review meetings and governance discussions with content stewards.
- Deliver insights based on data analysis to increase adoption rates, improve content quality, and enhance user experience.
- Support initiatives to improve, integrate, or automate knowledge management tools and workflows.
- Participate in user acceptance testing and provide feedback for ServiceNow upgrades related to knowledge management.
- Monitor and report on key performance indicators such as article reuse, deflection rates, and contributor engagement.
- Create and maintain reports and dashboards to measure knowledge management effectiveness.
- Identify opportunities for process optimization and support the development of long-term knowledge strategy.
- Stay informed about industry advancements in knowledge management to introduce innovative practices.
Work Arrangement
Remote work permitted except in: Alaska, Hawaii, Montana, Idaho, Wyoming, and North Dakota.
US Voluntary Demographic Question
The organization aims to foster inclusion and belonging by understanding the diversity of its applicant pool. Participation in demographic data collection is optional. Personally identifiable details will not influence hiring decisions. Collected data will be anonymized, aggregated for reporting, and retained confidentially for a defined period.
Protected Veteran
Under U.S. federal law, a protected veteran includes individuals who are disabled veterans, veterans separated from active duty within the past three years, or recipients of Armed Forces Service Medals.
Disability
As defined by U.S. law, a disability includes a physical or mental condition that significantly limits a major life activity, or a history of such a condition. Self-identification as having a disability is voluntary and confidential.
Other
- This is a temporary contract position.
- Remote work is allowed except in the following states: Alaska, Hawaii, Montana, Idaho, Wyoming, and North Dakota.
- Relocation assistance may be available, as indicated by a question in the application form, though not explicitly confirmed.
- The company is an Equal Opportunity Employer and evaluates candidates without regard to gender, race, religion, marital status, disability, age, sexual orientation, pregnancy, union membership, or other legally protected characteristics.
- The company follows Fair Chance hiring practices and considers qualified applicants with criminal histories.
- Applicants must be legally authorized to work in the United States.
- Candidates will not require visa sponsorship for this role.
- Voluntary self-identification for diversity reporting includes gender, veteran status, disability, race/ethnicity, and sexual orientation.
- Candidate data may be stored for up to 730 days after the application process concludes.
No sponsorship required; candidate must be authorized to work in the United States and will not need sponsorship.
