Managing Business Consultant

New York, NY, US • Posted 22 days ago • Updated 22 days ago

Contract W2

Contract Independent

On-site

$70.29 - $75.92/hr

Fitment

Dice Job Match Score™

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Job Details

Skills

ITSM
KCS
KNOWLEDGE CENTERED SERVICE
SERVICENOW
KNOWLEDGE MANAGEMENT
KM

Summary

Candidates who receive an offer will be required to successfully complete a background check and drug test as a condition of employment.

Managing Business Consultant
5+Month Contract
New York, NY (Hybrid)

Managing Business Consultant – Knowledge Management Specialist. Responsible for designing, embedding, and governing KCS-aligned Knowledge Management across ITSM with a strong focus on ServiceNow, self-service, and operational adoption.

Responsibilities

Define and operationalize KCS-aligned KM standards, frameworks, and guardrails across ITSM
Establish knowledge capture, structure, findability, lifecycle management, and ownership models
Embed KM into Incident, Problem, and Change workflows with clear creation and update triggers
Define and enforce “what goes where” rules across ServiceNow, Confluence, and SharePoint
Partner with ServiceNow architects and developers on taxonomy, metadata, lifecycle workflows, and search relevance
Standardize operational knowledge such as KB articles, runbooks, and procedures with Service Desk and support teams
Enable L0 self-service and AI readiness through clean, structured, governed knowledge and clear success metrics
Define and run federated KM governance, RACI, and leadership review cadence
Define, baseline, and track KM metrics including reuse, search success, deflection, and content decay
Use analytics to drive continuous improvement, adoption, and behavior change
Requirements
7+ years’ experience in Knowledge Management, ITSM, Service Desk, or Digital Operations
Hands-on experience with KCS or KCS-aligned KM practices
Proven experience embedding KM into Incident, Problem, and Change workflows
Strong experience with ServiceNow Knowledge and ITSM modules
Deep understanding of knowledge lifecycle management, taxonomy, metadata, and findability
Experience supporting self-service and/or AI-assisted knowledge initiatives
Strong analytical, communication, and stakeholder engagement skills
Comfortable working in complex, evolving transformation environments
KCS certification and experience in large, regulated enterprises preferred

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.

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: 10117383
Position Id: 26-00468
Posted 22 days ago

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