ServiceNow Knowledge Management SME

We are seeking a ServiceNow Knowledge Management (KM) Adoption SME to spearhead the enterprise-wide rollout, adoption, and governance of our newly implemented ServiceNow platform. This role focuses heavily on the Knowledge Management module-establishing internal content containers, creating standardized workflows/templates, and acting as a consultative bridge for departmental stakeholders. You will support the change management efforts required to shepherd internal departments (and eventually external partners) into the ServiceNow ecosystem, training them on how to leverage the tool effectively.

Core Responsibilities:
- Platform Stewardship & Adoption: Guide internal departments through the ServiceNow onboarding process, answering technical process questions and driving tool adoption.
- Knowledge Infrastructure: Stand up, configure, and manage ServiceNow Knowledge Management containers, categories, and structures to support stakeholder reviews.
- Process & Template Design: Create standardized workflows, article templates, and lifecycle guidelines inside the SN Knowledge module.
- Stakeholder Engagement: Partner closely with business leaders to translate their operational needs into ServiceNow KM structures; explain processes and benefits clearly to non-technical users.
- Data & Analytics: Review system statistics, usage metrics, and consumption habits to evaluate how the tool is being used and identify areas for improvement.
- Documentation Lifecycle: Author, maintain, and govern high-quality documentation for internal users. Help prepare the framework for expansion to external stakeholders

This is a 9 month contract position (possible extensions) and is mostly remote (onsite 1x per QTR in Washington DC is required).

Required Qualifications & Experience:
- ServiceNow Expertise: 5+ years of hands-on experience working directly within the ServiceNow platform.
- KM Specialization: Proven, deep experience working with the ServiceNow Knowledge Management framework (Required).
- Framework Mastery: Complete familiarity with SN Knowledge Management structures, user criteria configuration, and workflow lifecycles.
- Communication & Change Management: Demonstrated ability to work closely with stakeholders, run training/informational sessions, and drive software adoption across diverse teams.

Desirable Qualifications:
- Official ServiceNow Knowledge Management certifications.
- Experience working within or alongside the Blue Cross Blue Shield (BCBS) network or the Federal Employee Program (FEP).