Position Summary
The Knowledge & Insights Specialist is responsible for the end-to-end governance and lifecycle management of HR knowledge content in the ServiceNow Knowledge Base, ensuring articles are accurate, compliant, consistently formatted, and easy for users and agents to apply. This role executes high-volume, detail-oriented work across knowledge audits, publishing, maintenance, taxonomy/metadata standards, and coordinated follow-ups with content owners.
In addition, this role supports ServiceNow-facing communications and ServiceNow surveys, helping ensure changes, updates, and feedback loops are delivered clearly and consistently.
Key Responsibilities
Knowledge Governance & Lifecycle Management (Primary)
- Conduct quarterly and ad-hoc reviews of knowledge articles to ensure accuracy and compliance with established review schedules.
- Perform structured knowledge audits for completeness, relevance, adherence to current workflows, and alignment with SOPs/policies.
- Track and manage review due dates, proactively following up with content owners/reviewers and documenting outcomes (approved, revise, retire).
- Identify duplicate, outdated, or conflicting content, recommending consolidation and executing updates to prevent knowledge decay.
- Apply and maintain knowledge formatting standards, tagging, and taxonomy within ServiceNow Knowledge to support findability and consistent user experience.
- Support content quality control to ensure publications are “first-time-right” (minimal rework, clear instructions, correct audience targeting, consistent structure).
· Ensure articles are not only accurate and compliant but also optimized for AI consumption and response generation (clarity, structure, completeness).
AI-Enabled Knowledge Optimization (ServiceNow AI Readiness & Quality)
- Ensure knowledge articles are structured, written, and maintained in a way that supports effective use of ServiceNow AI capabilities, recognizing that AI output quality is directly dependent on knowledge quality and completeness.
- Apply best practices for AI-readable content design, including:
- Clear, structured formatting
- Logical step sequencing
- Consistent terminology and metadata
- Complete and unambiguous instructions
- Leverage ServiceNow Knowledge Coach and available AI-support tools to evaluate article quality, identify gaps, and improve clarity, structure, and usability for both AI and human users.
- Continuously refine knowledge articles to improve AI-generated responses, self-service effectiveness, and deflection outcomes.
- Identify patterns where AI responses are ineffective or incomplete and partner with Enablement and Platform teams to remediate content gaps or structure issues at the source (knowledge).
Content Migration, Publishing & Maintenance
- Assist with migration of job aids and materials from SharePoint/intranet sites into the ServiceNow Knowledge Base, ensuring correct formatting and metadata.
- Publish and maintain policies and procedures across supported entities in alignment with governance standards.
- Maintain an organized inventory of articles, owners, review cycles, and publication status to support audit readiness and operational stability.
ServiceNow Communications & Surveys (Enablement Support)
- Draft and coordinate ServiceNow-related communications (process updates, changes, reminders, adoption messaging) in partnership with Enablement/Platform stakeholders.
- Support the build, deployment, and maintenance of ServiceNow surveys (e.g., feedback loops, readiness, CSAT-style inputs) and ensure questions and communications are clear and operationally actionable.
Collaboration & Operational Support
- Partner with HRSC leaders and content owners to close gaps between “what’s documented” and “what’s done,” escalating risks when knowledge is outdated or conflicting.
- Maintain disciplined documentation of updates, approvals, and decisions to support compliance and audit trails.
Qualifications
Required
- Demonstrated experience in knowledge management, content governance, auditing, documentation control, or a similarly detail-intensive operations role.
- Exceptional attention to detail (ability to catch inconsistencies, missing steps, incorrect audiences, outdated process references).
- Strong written communication skills (plain-language, structured writing; able to edit for clarity and accuracy).
- Comfort working in case/knowledge systems and maintaining structured trackers, deadlines, and follow-ups.
Preferred
- Experience with ServiceNow Knowledge and/or HR service delivery platforms
- Experience supporting shared services, operational governance, or compliance-driven documentation environments.
Core Competencies
- Precision, consistency, and documentation discipline
- Ownership mindset and follow-through on review cycles and content remediation
- Strong editorial judgment (can simplify without losing accuracy)
- Organized execution across many moving parts (owners, deadlines, revisions)
Success Measures (Examples)
- % of knowledge articles in compliance with review cadence; reduced overdue reviews.
- Reduced duplicate/conflicting articles; improved findability through consistent taxonomy/tagging.
- Faster publication cycle times with fewer rework loops due to quality-first editing.
· Improved quality and reliability of AI-generated responses/self-service outputs driven by stronger knowledge content foundation
· Reduction in AI “failure points” (e.g., incomplete answers, missed steps, unclear outputs) through proactive knowledge improvements
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