ServiceNow Knowledge Management
Core
Own and mature the ServiceNow Knowledge Management environment and Knowledge Base to create, organize, and maintain documentation for internal users and external partners, reducing support ticket volume.
Role type
Senior ServiceNow Knowledge Management Consultant
Builds
Centralized, scalable knowledge base and governance frameworks
Domain
IT Service Management (ITSM) / Knowledge Management
Required skills
ServiceNow Knowledge Management, ServiceNow Knowledge Base, knowledge management frameworks, content standards, templates, workflows, review processes, technical content management, documentation
Preferred skills
Knowledge Management Institute (KMI) certification, ServiceNow certifications, enterprise knowledge management program implementation, human-centered design, customer experience, product strategy, process improvement, healthcare industry experience
Technologies
ServiceNow, ServiceNow DevOps
Responsibilities
Migrate existing content into ServiceNow and develop new knowledge content, establish knowledge management standards and governance processes, define content ownership and review cycles, support configuration and customization of the ServiceNow Knowledge Management module, partner with cross-functional stakeholders to align priorities and encourage adoption, track effectiveness of initiatives and recommend improvements