ServiceNow Knowledge Management Specialist

Position: ServiceNow Knowledge Management Specialist
Location: Remote - Candidates preferred from EST; exceptional CST candidates may be considered
Interview Process: Single round

Role Overview

We are seeking an experienced ServiceNow Knowledge Management Specialist to design and implement a comprehensive Knowledge Base (KB) for our institutional knowledge repository. This role is strategic in nature requiring not just documentation skills but the ability to define, structure, and scale an enterprise-wide knowledge management framework.

Key Responsibilities

• Build & Structure: Develop a ServiceNow Knowledge Base from the ground up, creating a sustainable and well-organized repository.

• Engage with SMEs: Conduct interviews with subject matter experts to capture critical institutional knowledge.

• Strategy Development: Establish a scalable knowledge management (KM) strategy for ongoing content creation and maintenance.

• Data-Driven Insights: Analyze usage patterns to identify gaps and proactively address future knowledge needs.

• Collaboration: Work closely with the content maintenance team and, as needed, with enterprise content management strategists.

Required Skills & Experience

• Proven hands-on experience with ServiceNow Knowledge Base module, including building and structuring KB content from scratch.

• Strong understanding of knowledge management principles and best practices.

• Exceptional communication skills, comfortable interacting with senior leadership and SMEs.

• Ability to design a sustainable KM framework adaptable across different business units.

Preferred Qualifications

• Knowledge management certifications (e.g., CKM, KCS).

• Prior experience in healthcare.

• Demonstrated success in implementing KM strategies in multiple organizational settings.