ITSM Knowledge Manager(Servicenow)

Overview

On Site
$50 - $55
Accepts corp to corp applications
Contract - W2
Contract - 6 Month(s)

Skills

IT Service Management
ITIL
Knowledge Management
ServiceNow

Job Details


Role-ITSM Knowledge Manager (ServiceNow)
Location: Santa Clara, CA (Onsite)

Job Description:
Role Overview:

We are seeking an experienced ITSM Knowledge Manager with hands-on expertise in ServiceNow Knowledge Management to join our IT Operations team onsite in Santa Clara. The ideal candidate will own the end-to-end knowledge lifecycle ensuring that accurate, relevant, and accessible knowledge articles are available to end users and IT support teams. This role is pivotal in improving self-service adoption, reducing incident resolution times, and ensuring that IT services run efficiently.

Key Responsibilities

*** MUST HAVE KNOWLEDGE MANAGEMENT EXPERIENCE***
  • Knowledge Strategy & Governance
    • Define and implement knowledge management best practices aligned with ITIL standards.
    • Establish governance processes for knowledge article creation, review, approval, and retirement.
  • ServiceNow Knowledge Management Administration
    • Configure, maintain, and optimize the ServiceNow Knowledge Base to ensure ease of use and accessibility.
    • Implement knowledge workflows, templates, and approval processes within ServiceNow.
    • Manage user roles, permissions, and access controls for the Knowledge module.
  • Content Management & Quality Assurance
    • Collaborate with IT support teams to capture, document, and publish accurate technical solutions.
    • Ensure articles meet quality standards (readability, accuracy, tagging, metadata).
    • Perform periodic audits of existing articles to remove outdated or duplicate content.
  • Enablement & Adoption
    • Conduct knowledge management training for IT support staff and end users.
    • Promote self-service portal usage and improve searchability of solutions.
    • Gather feedback from stakeholders to continuously enhance knowledge content and structure.
  • Performance Tracking & Reporting
    • Monitor knowledge usage analytics, deflection rates, and article feedback in ServiceNow.
    • Provide regular reports to leadership on knowledge base health and performance.
Required Qualifications
  • Education: Bachelor s degree in information technology, Computer Science, or related field (or equivalent experience).
  • Experience:
    • 5+ years in IT Service Management or Knowledge Management.
    • 3+ years of hands-on ServiceNow Knowledge Management module experience.
    • Strong familiarity with ITIL v4 processes (especially Incident, Problem, and Change Management).
  • Skills:
    • Proficiency in configuring and managing ServiceNow Knowledge Base.
    • Excellent written and verbal communication skills.
    • Ability to create structured, easy-to-understand technical documentation.
    • Strong analytical skills to measure content effectiveness and improve usability.
Preferred Qualifications
  • ServiceNow Certified System Administrator (CSA) or Knowledge Management Micro-Certification.
  • ITIL v4 Foundation Certification.
  • Experience with enterprise-level ITSM environments and large user bases.
  • Knowledge of search optimization techniques for ServiceNow.
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