ServiceNow Knowledge Management Specialist
$85.12k - $134.4kAstreya Inc.
- # ServiceNow Knowledge Management SpecialistApplylocations: San Francisco, CAtime type: Full timeposted on: Posted Todayjob requisition id: R0016000Role 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 ResponsibilitiesKnowledge Consolidation & Migration* Assess 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articles into ServiceNow Knowledge Management, improving clarity, accuracy, and findability.* Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of truth.Knowledge Governance & Taxonomy* Define and enforce knowledge article taxonomy, metadata standards, and content templates.* Establish clear ownership models, audience definitions, and review/update cadences for each article type.* Build and maintain governance standards that distinguish between knowledge articles, runbooks, and other documentation types.* Support quality scoring and audit processes to keep content accurate over time, avoiding large periodic cleanup efforts in favor of continuous maintenance.Content Authoring & SME Partnership* Partner with subject matter experts and engineers through interviews, workshops, and shadowing to capture tribal knowledge.* Write clear, structured, and actionable knowledge articles and troubleshooting guides designed for rapid issue resolution.* Support inline feedback and continuous-update workflows so knowledge stays current as part of normal operations, not as a separate project.Cross-Functional Alignment* Coordinate with ITSM process teams to clarify boundaries between knowledge articles, operational runbooks, and business continuity documentation.* Partner with configuration management (CMDB) stakeholders to reduce redundant documentation and leverage existing structured data where possible.* Support integration efforts to strengthen the linkage between knowledge content and incident/request workflows.QualificationsRequired* 3+ years of experience in knowledge management, technical writing, or ITSM-related content roles.* Hands-on experience with ServiceNow, including the Knowledge Management module.* Demonstrated experience consolidating or migrating content from multiple source systems into a single platform.* Strong technical writing skills with a portfolio of knowledge articles, SOPs, or similar structured content.* Experience designing or applying taxonomy, metadata, and content governance standards.* Comfortable interviewing SMEs and translating technical, undocumented knowledge into clear written content.Preferred* Familiarity with Knowledge-Centered Service (KCS) methodology or certification.* ITIL v3/v4 Foundation certification or equivalent ITSM experience.* Experience distinguishing knowledge articles from runbooks and operational documentation.* Exposure to CMDB concepts and how configuration data can reduce documentation duplication.* Experience in regulated, mission-critical, or high-availability operational environments.Core Skills & Competencies* Knowledge management lifecycle and content governance* ServiceNow Knowledge Management module proficiency* Taxonomy, metadata, and template design* Technical writing for self-service and rapid resolution* SME interviewing and tribal knowledge capture* Content migration and large-scale repository consolidation* Cross-team collaboration with ITSM, engineering, and operations stakeholdersSuccess Measures* Reduction in duplicate or outdated knowledge content across consolidated repositories.* 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 resolution.* Sustainable, continuous-update model that avoids large periodic cleanup efforts.**Salary Range**$85,120.00 - $134,400.00 USD (Salary)* *Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.** *Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.***Astreya** **offers comprehensive** **b****enefits to all Regular, Full-Time Employees,** **including:*** Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only* Dental provided through UHC* Nationwide Vision provided by UHC* Flexible Spending Account for Health & Dependent Care* Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)* Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera* Corporate Wellness Program provided by Goomi Group* Employee Assistance Program* Wellness Days 401k Plan* Basic and Supplemental Life Insurance* Short Term & Long Term Disability* Critical Illness, Critical Hospital, and Voluntary Accident Insurance* Tuition Reimbursement (available 6 months after start date, capped)* Paid Time Off (accrued and prorated, maximum of 120 hours annually)* Paid Holidays* Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law
- J-18808-Ljbffr Astreya Inc.
Vacancy posted 3 days ago
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