Role- ITSM Knowledge Manager (ServiceNow)
Location: Santa Clara, CA (Onsite)- Need locals
RATE :$50-55/HR ON C2C
10+YRS
Role Overview
We are seeking an experienced ITSM Knowledge Manager with hands-on expertise in ServiceNow Knowledge Management to join our IT Operations team onsite in Santa Clara. The ideal candidate will own the end-to-end knowledge lifecycle—ensuring that accurate, relevant, and accessible knowledge articles are available to end users and IT support teams. This role is pivotal in improving self-service adoption, reducing incident resolution times, and ensuring that IT services run efficiently.
Key Responsibilities
- Knowledge Strategy & Governance
- Define and implement knowledge management best practices aligned with ITIL standards.
- Establish governance processes for knowledge article creation, review, approval, and retirement.
- ServiceNow Knowledge Management Administration
- Configure, maintain, and optimize the ServiceNow Knowledge Base to ensure ease of use and accessibility.
- Implement knowledge workflows, templates, and approval processes within ServiceNow.
- Manage user roles, permissions, and access controls for the Knowledge module.
- Content Management & Quality Assurance
- Collaborate with IT support teams to capture, document, and publish accurate technical solutions.
- Ensure articles meet quality standards (readability, accuracy, tagging, metadata).
- Perform periodic audits of existing articles to remove outdated or duplicate content.
- Enablement & Adoption
- Conduct knowledge management training for IT support staff and end users.
- Promote self-service portal usage and improve searchability of solutions.
- Gather feedback from stakeholders to continuously enhance knowledge content and structure.
- Performance Tracking & Reporting
- Monitor knowledge usage analytics, deflection rates, and article feedback in ServiceNow.
- Provide regular reports to leadership on knowledge base health and performance.
Required Qualifications
- Education: Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- Experience:
- 5+ years in IT Service Management or Knowledge Management.
- 3+ years of hands-on ServiceNow Knowledge Management module experience.
- Strong familiarity with ITIL v4 processes (especially Incident, Problem, and Change Management).
- Skills:
- Proficiency in configuring and managing ServiceNow Knowledge Base.
- Excellent written and verbal communication skills.
- Ability to create structured, easy-to-understand technical documentation.
- Strong analytical skills to measure content effectiveness and improve usability.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) or Knowledge Management Micro-Certification.
- ITIL v4 Foundation Certification.
- Experience with enterprise-level ITSM environments and large user bases.
- Knowledge of search optimization techniques for ServiceNow.
