ServiceNow Knowledge Management Lead

Charlotte, NC, US • Posted 1 day ago • Updated 1 day ago

Contract W2

On-site

$75 - $80/hr

INSPYR Solutions

Fitment

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Job Details

Skills

SERVICENOW
SERVICENOW KNOWLEDGE MANAGEMENT
KCS
KNOWLEDGE MANAGEMENT
CMDB
CSDM

Summary

Title: Knowledge Management Lead
Duration: 3-year, W2 Contract
Visa: Location: Fully Remote, EST Hours

Role Overview:
The Knowledge Management Lead is responsible for embedding institutional knowledge into the Service-Aware operating model. This role ensures that architectural intent, Greenfield logic, and operational insight are captured, governed, and made actionable across the platform.
Rather than maintaining a passive repository, the Knowledge Management Lead transforms knowledge into a living asset that supports service operations, automation, and resilience.

Strategic Purpose:
The Knowledge Management Lead operates at the intersection of people, platform, and automation. This role ensures the Service Data Fabric includes not just data and topology, but verified operational intelligence.
By implementing KCS and tightly coupling knowledge to services and CIs, the Knowledge Management Lead enables faster resolution, safer automation, and sustained operational maturity.

Key Responsibilities:
Knowledge-Centered Service (KCS) Adoption

Design and lead the adoption of KCS practices
Ensure knowledge is created and maintained as a byproduct of delivery and support
Embed accountability for knowledge ownership

Service-Linked Knowledge & Data Fabric Integration

Partner with CMDB / CSDM Data Stewards to map knowledge to services and CIs
Ensure articles align with CSDM 5.0 service models
Prevent orphaned or context-free documentation

AIOps & Automation Enablement

Develop Knowledge-to-Action workflows supporting automated and guided remediation
Enable AIOps tools to surface relevant articles during event correlation
Support predictive impact analysis with verified knowledge

Governance, Quality & Hygiene

Establish scoring and audit mechanisms for knowledge accuracy and relevance
Prevent knowledge debt and outdated guidance
Align articles with Policy as Code and governance standards

Self-Service & Experience Optimization

Collaborate with Developers to deliver context-aware knowledge in Portal and Workspace
Improve self-service effectiveness and user confidence
Reduce dependency on manual support channels

Cultural Enablement

Support the OCM Lead in service owner enablement
Train service owners to curate and maintain knowledge for their domains
Reinforce knowledge as a shared operational responsibility

Required Qualifications

Extensive experience leading enterprise Knowledge Management initiatives
Strong understanding of Knowledge-Centered Service (KCS) methodology
Hands-on experience with ServiceNow Knowledge Management
Ability to align knowledge strategy with service operations and automation

Preferred Qualifications

Experience supporting Service-Aware or service-centric operating models
Familiarity with AIOps and automation-driven remediation
Background in large-scale or regulated enterprise environments
KCS or ServiceNow certifications

Measures of Success

Knowledge articles accurately mapped to services and CIs
Improved resolution speed through contextual knowledge delivery
Reduced reliance on tribal knowledge
Sustained knowledge quality with measurable adoption and usage

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients'' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10228513
Position Id: 26-155805
Posted 1 day ago

Company Info

About INSPYR Solutions

As a leading expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our tailored offerings include a wide variety of professional services, project solutions, managed services, and talent resources, all bolstered by our strategic partnerships with cutting-edge technology services. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities.

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