Genesis10 is currently seeking a Knowledge Quality Lead for a contract position with a Global Financial Institution located in Richmond, VA. This is a 12+ month contract opportunity. This role defines and operates a quality framework for enterprise remediation and technical knowledge within ServiceNow and related platforms. Partnering with technical writers, this position focuses on quality measurement, process engineering, governance, and continuous improvement to ensure knowledge is accurate, actionable, and aligned with enterprise standards. The ideal candidate will drive faster, higher-confidence outcomes through data- and AI-enabled improvements.
Responsibilities: - Define, implement, and be accountable for an enterprise-wide quality framework governing remediation and technical knowledge
- Establish and operationalize quality metrics and reporting
- Design and institutionalize scalable QA processes across the full knowledge lifecycle, operating effectively in ambiguous and evolving environments
- Act as the authoritative quality lead for remediation knowledge, guiding and influencing technical writers
- Set and enforce quality expectations in alignment with enterprise standards, vulnerability SLAs, tooling, and governance models
- Develop partnerships with vulnerability management, remediation operations, risk, and engineering teams to align knowledge with current-state processes
- Leverage and optimize ServiceNow Knowledge Management to enforce standards, taxonomy, metadata, and workflow controls at scale
- Evaluate remediation SLAs, user feedback, and defect trends to drive continuous improvement
- Lead remediation knowledge hygiene and governance, including lifecycle management, consolidation, version control, and defect remediation
Requirements: - 7+ years of experience in knowledge management, quality assurance, process engineering, or technical operations, preferably in an enterprise technology or cybersecurity environment
- Demonstrated experience defining and operationalizing quality frameworks (not just executing reviews)
- Strong working knowledge of ServiceNow, particularly Knowledge Management and workflow enablement
- Experience partnering with technical SMEs, writers, and platform teams to improve outcomes through process not individual contribution alone
- Ability to translate ambiguous or fragmented technical inputs into clear quality requirements and actionable improvements
- Excellent analytical, communication, and stakeholder-influencing skills
- Candidates should be prepared to discuss how they have used new tools or automation to improve quality, scale, or speed in previous roles
Desired skills: - Experience supporting vulnerability remediation, patching, or cybersecurity operations
- Familiarity with enterprise risk management, SLAs, and governance models
- Background in technical documentation, QA, or operations analytics (hands-on writing experience helpful but not required)
- Experience driving change in complex, matrixed organizations
- Experience applying Copilot, AI-assisted tooling, or automation to knowledge management, quality assurance, documentation, or operational workflows
Pay range: $79.74 - $87.74 per hour
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10: - Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
- The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
- Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
- Behavioral Health Platform
- Medical, Dental, Vision
- Health Savings Account
- Voluntary Hospital Indemnity (Critical Illness & Accident)
- Voluntary Term Life Insurance
- 401K
- Sick Pay (for applicable states/municipalities)
- Commuter Benefits (Dallas, NYC, SF, and Illinois)
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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