Servicenow Knowledge Manager

The ServiceNow Knowledge Manager will serve as a member of the Core Team in expansion of its ServiceNow implementation working toward leveraging AI to help meet employee needs. In this role, the right team member will:

• Have wing to wing responsibility for the accuracy and completeness of the IT and related knowledge bases included in the plan.
• Dive into current knowledge assets and framework to create the strategy and actions necessary to ensure the fullness of information and success of the knowledge implementation aligned with decisions made previously in HRSD implementation.
• Work with the team to develop a phased Self-Service approach for each project phase to ensure delivery to vision.
• Work with the team to determine taxonomy and go forward knowledge organization approach for knowledge as well as consult on taxonomy for IT Services on internal portals.
• Drive cross functional resources to align to strategy and then to gather, organize, consolidate, author, revise and standardize content so that it may be leveraged to the
• platform to drive amazing self-service.
• Align the team to drive go-forward operational content governance approach to ensure proper management post phase implementation including cross functional team structure as well as review and maintenance requirements and activities ensuring accuracy and relevance

Please list must have skills needed :

• Proficiency in ServiceNow HRSD, ITSM, CSM Knowledge Management modules and knowledge management best practices.
• Change management expertise.

What certifications are required? If any? Preferred SN HRSD, ITSM or CSM certifications, but not a deal breaker if they have the requisite experience.