ServiceNow Knowledge Management Consultant

***********MUST HAVE experience in Servicenow knowledge Base and management***********

**********MUST be living in DC, MD, VA States****************

Title: ServiceNow Knowledge Management Consultant

Location: Washington, DC 20005

Duration: 6 Months Contract

Job Description:

Terms of Employment:

• W2 Contract, 9 months
• Remote opportunity (Quarterly on-site meetings in the Washington, D.C.)
• Candidate must reside in DMV area

Overview:

• Work with a industry-leading healthcare organization as a Customer Experience Strategist focused on ServiceNow Knowledge Management.
• In this role, you will lead the strategic expansion of a brand-new ServiceNow Knowledge Base instance. You will serve as the subject matter expert guiding internal business units as they transition legacy documentation and intake processes into ServiceNow, establishing standardized workflows, content templates, governance structures, and ticket-deflection strategies.

Key Responsibilities:

• Partner with internal stakeholders to analyze intake processes, ticket trends, and workflow patterns to identify knowledge gaps.
• Design, implement, and maintain standardized knowledge templates and approval workflows within the ServiceNow Knowledge Base.
• Define clear content ownership, review schedules, and publishing frameworks across multiple business departments.
• Shepherd internal teams through the migration of legacy documentation and creation of new self-service articles.
• Analyze ServiceNow usage statistics and knowledge metrics to continually optimize content and maximize ticket deflection.
• Ensure knowledge architecture is structured to support internal users initially, with scalability for external plan partners.

Required Qualifications:

• 5+ years of experience working extensively within the ServiceNow platform.
• Hands-on expertise with ServiceNow Knowledge Base (KB) administration, configuration, and workflow creation.
• Proven experience building knowledge management frameworks, governance models, and content review cycles.
• Strong stakeholder management skills with the ability to interface with leadership and cross-functional teams.
• Demonstrated background using data analytics to track ticket deflection and self-service utilization.

Preferred Qualifications:

• Formal Knowledge Management certification (e.g., KMI / Knowledge Management Institute certifications).
• Familiarity with AI-driven knowledge tools or ticket deflection components within ServiceNow.

Sincerely,

Preetam Raj

Lead Technical Recruiter

nTech Workforce Inc.

D: EXT: 726

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