ServiceNow Knowledge Management Lead
Job in
Philadelphia, Philadelphia County, Pennsylvania, 19102, USA
Listed on 2026-07-01
Listing for:
Insight Global
Full Time
position Listed on 2026-07-01
Job specializations:
-
IT/Tech
AI Business & Operations, Change Management, IT Business Analyst
Job Description & How to Apply Below
Servicenow Knowledge Management Lead
A client of Insight Global is seeking a hands-on Service Now Knowledge Management Lead to build and operationalize an enterprise-level Knowledge Management (KM) function from the ground up. This role will drive standardization, governance, and structure across knowledge articles within Service Now, improving consistency, usability, and AI-readiness. The consultant will partner closely with internal leadership and have strong influence over the KM framework, content standards, and overall strategy.
Key Responsibilities- KM Build & Strategy
- Stand up Knowledge Management capability from scratch within Service Now
- Define structure, taxonomy, and standards for knowledge articles
- Partner with stakeholders to create a scalable KM framework
- Platform Configuration
- Configure knowledge bases, categories, and access controls in Service Now
- Build workflows for article lifecycle (draft → review → publish → retire)
- Integrate knowledge into Incident, Problem, and Request workflows
- Content Standardization
- Clean up and rationalize existing knowledge articles
- Establish templates, formatting standards, and consistency across content
- Develop internal, external, and automation-ready knowledge articles
- Governance & Operating Model
- Create ownership models and governance processes
- Define policies, quality controls, and review/audit processes
- Adoption & Enablement
- Drive usage across Service Desk, Field Support, and Engineering teams
- Develop training materials, playbooks, and publishing best practices
- Embed KM into day-to-day operations (shift-left strategy)
- Metrics & Continuous Improvement
- Define KPIs (usage, reuse, deflection, quality)
- Establish baseline metrics and reporting dashboards
- Continuously improve KM effectiveness
- AI & Automation Alignment
- Structure knowledge articles for chatbot/AI consumption
- Ensure proper key wording, tagging, and search optimization
- Support automation and self-service initiatives
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