ServiceNow Knowledge Management Specialist

## Service Now Knowledge Management Specialist Apply locations:
San Francisco, CAtime type:
Full time posted on:
Posted Todayjob requisition :
R0016000

Role

Summary:

We are seeking Service Now 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 Service Now, 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 Service Now 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 Responsibilities Knowledge 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 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* Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of truth.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/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.

Qualifications Required
* 3+ 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.
* 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
* Service Now 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 stakeholders

Success 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 - $ 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…