Knowledge Management Specialist

Knowledge Management / AI Specialist (ITSM & Service Now) Role Summary

We are seeking an experienced Knowledge Management / AI Specialist to design, embed, and operationalize enterprise Knowledge Management (KM) practices aligned with ITSM and Service Now
. This role focuses on KCS-aligned KM strategy
, ITSM workflow integration
, Service Now Knowledge enablement
, and preparing the organization for AI-assisted self-service at scale
.

• 7+ years of experience in Knowledge Management, ITSM, Service Desk, or Digital Operations
• Hands-on experience implementing Knowledge-Centered Service (KCS) methodology or KCS-inspired practices
• Proven experience embedding KM into Incident, Problem, and Change workflows
• Strong experience with Service Now Knowledge and ITSM modules
• Experience supporting self-service and/or AI-assisted knowledge discovery initiatives
• 7+ years of experience in one or more relevant domains
• Deep understanding of:
• Taxonomy, metadata, and findability
• Operational knowledge vs. reference/policy knowledge
• Ability to translate KM principles into practical standards, templates, and workflows
• Strong analytical skills with the ability to use data to drive KM improvements

• Experience in large, regulated enterprises (Financial Services preferred)
• Exposure to AI-enabled knowledge discovery or enterprise search platforms
• Experience working in federated or multi-tower IT operating models

• Define and operationalize KCS-aligned KM standards, principles, and guardrails across ITSM
• Design KM frameworks covering:
• Knowledge capture and reuse
• Structure and taxonomy
• Findability and relevance
• Operating model and ownership
• Establish and maintain “what goes where” rules across Service Now, Confluence, and Share Point by knowledge type

• Embed KM directly into Incident, Problem, and Change workflows
• Define triggers for knowledge creation and updates (incident resolution, known errors, change execution)
• Partner with Service Desk and IT support teams to:
• Standardize operational KB articles, runbooks, and procedures
• Align incident templates with knowledge structure
• Improve first-contact resolution and consistency

• Partner with Service Now Solution Architects and Developers to:
• Design KM taxonomy, metadata, and CI alignment
• Define lifecycle workflows, approval models, and reuse signals
• Improve search relevance and findability
• Ensure Service Now serves as the system of record for operational knowledge aligned with governance and analytics needs

• Support AI-assisted and portal-based self-service pilots by:
• Preparing clean, structured, governed knowledge
• Defining success metrics (deflection, confidence, discovery success)
• Identifying content, metadata, and structural gaps impacting AI effectiveness
• Partner with AI/Search specialists to ensure KM design supports future AI scalability

• Define and implement a federated KM governance model
• Establish clear RACI across ITSM, tower teams, knowledge owners, and platform teams
• Support leadership cadence for KM reviews, metrics, and continuous improvement
• Define and baseline KM performance metrics, including:
• Search success and failure
• Content gaps and decay
• Use analytics to drive:
• Targeted content improvement
• Taxonomy and metadata tuning
• Ensure KM remains measurable, outcome-driven, and improvement-oriented