Managing Business Consultant

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.