It's a Remote Role

Role Summary

:We are seeking ServiceNow Knowledge Management Specialists to support a large-scale knowledge consolidation and governance initiative for an enterprise IT organization. This role goes beyond traditional technical writing: candidates will help unify knowledge currently scattered across multiple legacy repositories into a single, governed source of truth within ServiceNow, while establishing the taxonomy, ownership model, and review processes needed to keep it accurate and current long term

.The ideal candidate has hands-on experience with ServiceNow Knowledge Management, understands Knowledge-Centered Service (KCS) principles, and is comfortable interviewing subject matter experts to convert tribal knowledge into structured, reusable content. This is a content governance and migration role as much as it is a writing role

.
Key Responsibiliti

esKnowledge Consolidation & Migrati

onAssess and inventory existing knowledge content across multiple legacy repositories (intranet knowledge tools, shared drives, wikis, team notebooks, and standalone documents
).Migrate, rewrite, and reorganize legacy articles into ServiceNow Knowledge Management, improving clarity, accuracy, and findabilit
y.Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of trut

h.
Knowledge Governance & Taxon

omyDefine and enforce knowledge article taxonomy, metadata standards, and content templat
es.Establish clear ownership models, audience definitions, and review/update cadences for each article ty
pe.Build and maintain governance standards that distinguish between knowledge articles, runbooks, and other documentation typ
es.Support quality scoring and audit processes to keep content accurate over time, avoiding large periodic cleanup efforts in favor of continuous maintenan

ce.
Content Authoring & SME Partner

shipPartner with subject matter experts and engineers through interviews, workshops, and shadowing to capture tribal knowle
dge.Write clear, structured, and actionable knowledge articles and troubleshooting guides designed for rapid issue resolut
ion.Support inline feedback and continuous-update workflows so knowledge stays current as part of normal operations, not as a separate proj

ect.
Cross-Functional Alig

nmentCoordinate with ITSM process teams to clarify boundaries between knowledge articles, operational runbooks, and business continuity documenta
tion.Partner with configuration management (CMDB) stakeholders to reduce redundant documentation and leverage existing structured data where poss
ible.Support integration efforts to strengthen the linkage between knowledge content and incident/request workf

lows.
Qualific

ationsRe

quired3+ years of experience in knowledge management, technical writing, or ITSM-related content
roles.Hands-on experience with ServiceNow, including the Knowledge Management m
odule.Demonstrated experience consolidating or migrating content from multiple source systems into a single pla
tform.Strong technical writing skills with a portfolio of knowledge articles, SOPs, or similar structured co
ntent.Experience designing or applying taxonomy, metadata, and content governance stan
dards.Comfortable interviewing SMEs and translating technical, undocumented knowledge into clear written co

ntent.
Pr

eferredFamiliarity with Knowledge-Centered Service (KCS) methodology or certifi
cation.ITIL v3/v4 Foundation certification or equivalent ITSM expe
rience.Experience distinguishing knowledge articles from runbooks and operational documen
tation.Exposure to CMDB concepts and how configuration data can reduce documentation dupli
cation.Experience in regulated, mission-critical, or high-availability operational enviro

nments.
Core Skills & Comp

etenciesKnowledge management lifecycle and content go
vernanceServiceNow Knowledge Management module pro
ficiencyTaxonomy, metadata, and templat
e designTechnical writing for self-service and rapid re
solutionSME interviewing and tribal knowledge
captureContent migration and large-scale repository conso
lidationCross-team collaboration with ITSM, engineering, and operations stak

eholders
Success

MeasuresReduction in duplicate or outdated knowledge content across consolidated repo
sitories.Improved article quality, usage, and deflection
metrics.Clear, documented ownership and review cadence for all knowledge
content.Stronger linkage between knowledge articles and incident/request re
solution.Sustainable, continuous-update model that avoids large periodic cleanup

efforts.

Astreya

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ServiceNow Knowledge Management Specialist