Sony Interactive Entertainment (PlayStation) is looking for a proactive Knowledge Management Specialist to join us on a contract basis. In this role, you will be instrumental in supporting the development and continuous improvement of our global knowledge management strategy, ensuring the effective use of ServiceNow as our central platform to enhance self-service and improve service outcomes.
What You'll Do
- Administer and maintain knowledge bases within ServiceNow, ensuring compliance with governance and lifecycle standards.
- Monitor article performance, usage trends, and feedback to inform content improvements and identify knowledge gaps.
- Coordinate regular reviews of articles with content owners to improve accuracy, relevance, and usability.
- Support the training and onboarding of knowledge contributors and users.
- Ensure taxonomy, tagging, and metadata standards are consistently applied.
- Act as a point of contact for knowledge contributors and facilitate training and support.
- Partner with service teams to encourage adoption of KM best practices.
- Organize and lead knowledge review sessions and governance forums.
- Provide data-driven insights and recommendations to improve adoption, quality, and user satisfaction.
- Support enhancements, integrations, and automation opportunities related to knowledge management.
- Participate in user acceptance testing (UAT) and feedback loops for KM-related ServiceNow updates.
- Track and report on key KM metrics and KPIs, such as article reuse and deflection rates.
- Generate reports and dashboards to track key performance indicators.
- Identify process improvement opportunities and contribute to the evolution of the KM strategy.
- Stay current with KM industry trends, best practices, and innovations.
What We're Looking For
- Bachelor’s degree in Information Management, Library Science, Business, IT, or a related field.
- 5+ years of experience in a Knowledge Management role, preferably in a global or enterprise environment.
- Strong hands-on experience with ServiceNow Knowledge Management.
- Demonstrated success in stakeholder engagement and cross-functional collaboration.
- Excellent communication, facilitation, and interpersonal skills.
- Analytical mindset with experience using data to drive decisions and improvements.
Nice to Have
- Exposure to change management, organizational learning, or user experience (UX) principles.
- Experience with ServiceNow EC Pro, particularly in supporting KM processes, content workflows, and user engagement strategies.
Technical Stack
- ServiceNow
- ServiceNow EC Pro
Benefits & Compensation
- Compensation: $50 - $70 USD (hourly rate)
- Medical
- Dental
- Vision
Work Mode
This is a remote position. Candidates must be based in the United States, with San Mateo, CA listed as a potential work location.
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender, race, religion, marital status, disability, age, sexual orientation, pregnancy, maternity, parental status, trade union membership or membership in any other legally protected category.
