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- y.Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of trut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.
