ServiceNow Knowledge Management Specialist; Hybrid or Remote out of state

Service Now Knowledge Management Specialist

Releady is partnering with a leading airline and aviation technology company to hire a Service Now Knowledge Management Specialist (multiple openings). This organization is in the middle of a large-scale technology consolidation following a major airline merger, and is working to unify the IT knowledge that currently lives across many separate systems into a single, governed source of truth inside Service Now.

This role goes well beyond traditional technical writing. The specialist will inventory and migrate knowledge from legacy repositories — intranet tools, shared drives, wikis, team notebooks, and standalone documents — into Service Now Knowledge Management, while improving the clarity, accuracy, and findability of every article. Equally important, the specialist will establish the taxonomy, ownership model, metadata standards, and review cadences that keep the content accurate over time, replacing periodic cleanup efforts with continuous maintenance.

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

Employment Type:

6 Month Contract (multiple openings)

Location:

Hybrid — Seattle, WA headquarters

Compensation: $45/hr - $57/hr, DOE

NOTE:

Must be able to work in the United States without sponsorship.

Knowledge Consolidation & Migration

• Assess and inventory existing knowledge content across multiple legacy repositories, including intranet knowledge tools, shared drives, wikis, team notebooks, and standalone documents.
• Migrate, rewrite, and reorganize legacy articles into Service Now 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• Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of truth.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 cadences for each article type, and distinguish knowledge articles from runbooks and other documentation.
• Support quality scoring and audit processes that keep content accurate through continuous maintenance rather than large periodic cleanups.

Content Authoring & SME Partnership

• Partner with subject matter experts and engineers through interviews, workshops, and shadowing to capture tribal knowledge.
• Write clear, structured, 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.

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, and strengthen linkage between knowledge content and incident/request workflows.

• Three or more years of experience in knowledge management, technical writing, or ITSM-related content roles.
• Hands-on experience with Service Now, 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, and experience designing or applying taxonomy, metadata, and content governance standards.
• Comfort interviewing SMEs and translating technical, undocumented knowledge into clear written content.
• Preferred: KCS methodology or certification, ITIL v3/v4 Foundation, exposure to CMDB concepts, and experience in regulated, mission-critical, or high-availability operational environments.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.