Knowledge Management Product Owner (ServiceNow)

Overview

Remote
Depends on Experience
Contract - W2
Contract - 12 Month(s)
No Travel Required

Skills

IT Service Management
Documentation
ServiceNow
Knowledge Management
ITIL
KCS
ITSM
Incident Management
Change Management
Problem Management
Virtual Agent

Job Details

One of our Global Fortune 50 Partners in Aerospace & Defense is looking for a Knowledge Management Product Owner to support to help improve how employees find and use information across the company. The resource will lead strategy for Knowledge Management as part of a major effort to modernize IT and HR services using the ServiceNow platform. They ll work with teams across the organization to make sure knowledge is accurate, easy to find, and kept up to date. They ll also review new ServiceNow features, help connect Knowledge Management with other processes, and make sure any updates are clearly communicated across the enterprise. This is a great opportunity to shape the way employees get help and support making their experience faster, easier, and more consistent. Apply today to connect with our team for more details!

REQUIREMENTS:

  • 8+ years as a ServiceNow Product/Process Owner in an enterprise environment
  • 5+ years experienced in ServiceNow Knowledge Management module
  • Experience integrating knowledge bases with other ITSM modules (e.g., Incident, Problem, Change)
  • Strong understanding of ServiceNow architecture, with hands-on experience in workflows, roles, ACLs, and UI policies specific to Knowledge Management.
  • Experience implementing or managing Knowledge-Centered Service (KCS)
  • Familiarity with AI-powered search and virtual agents in ServiceNow
  • ITIL Certification

PREFERRED SKILLS:

  • ServiceNow Certified System Administrator or Implementation Specialist (Knowledge Management)
  • SAFe Certification Scaled Agile Framework

RESPONSIBILITIES:

  • Work with Business Unit leads to understand their Knowledge Management needs and ensure technical solutions are provided to meet the business need
  • Identify gaps, pain points, duplications of effort, and overlaps and provide guidance and recommendations to harmonize the Knowledge processes across various business units
  • Develop new and maintain process documentation for all aspects of the Knowledge Management process
  • Define key performance indicators, critical success factors and metrics that reflect pertinent aspects of Knowledge Management
  • Coordinate with the business stakeholders and subject matter experts to understand their business problem statements and needs
  • Responsible for holistically understanding both the business and technical aspects of the ServiceNow platform modules
  • Responsible for documenting detailed current and future state process and system requirements
  • Identifying risks and work with the ITIL process and technical leads
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