ServiceNow Knowledge Management

Service Now Knowledge Management Consultant

We are seeking an experienced Service Now Knowledge Management Consultant to help establish and mature a new Service Now Knowledge Management environment. This role will be part of the Knowledge Management team and will play a key role in building a centralized, scalable knowledge base that supports both internal users and external partners.

This is an exciting opportunity to help shape a growing Service Now Knowledge Management function from the ground up. The ideal candidate will bring hands-on experience with Service Now Knowledge Management, knowledge governance, content strategy, workflow development, and stakeholder engagement.

• Own and mature the Service Now Knowledge Management (Knowledge Base) environment.
• Create, organize, and maintain documentation that supports internal users and external plan partners.
• Migrate existing content into Service Now and develop new knowledge content as needed.
• Establish knowledge management standards, templates, workflows, and governance processes.
• Define content ownership, review cycles, and ongoing maintenance practices.
• Create and organize repositories and structures to support knowledge accessibility and usability.
• Support Service Now Knowledge Management module configurations and related customizations.
• Leverage Service Now capabilities to improve self-service experiences, answer user questions, and reduce support ticket volume.
• Develop documentation to support business processes being consolidated into Service Now.
• Partner with cross-functional stakeholders to understand business challenges, align priorities, and drive adoption of knowledge management practices.
• Communicate processes, recommendations, and progress updates to leadership and key stakeholders.
• Champion a customer-focused approach by ensuring information is accurate, current, and easily accessible.
• Track the effectiveness of knowledge management initiatives and recommend continuous improvements.

• Bachelor's degree in Marketing, Business, Design Strategy, or a related field, or equivalent combination of education and experience.
• 5+ years of Service Now experience.
• Hands-on experience with Service Now Knowledge Management and Knowledge Base functionality.
• Experience establishing and managing knowledge management frameworks, processes, and governance.
• Experience creating content standards, templates, workflows, and review processes.
• Strong technical content management and documentation skills.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to work independently while collaborating across multiple teams and levels of the organization.

• Knowledge Management Institute (KMI) certifications or other knowledge management certifications.
• Service Now certifications.
• Experience implementing or maturing enterprise knowledge management programs.
• Human-centered design, customer experience, product strategy, or process improvement experience.
• Healthcare industry experience is welcome but not required.

• Service Now is a relatively new platform within the organization.
• Several processes and tools are being consolidated into Service Now.
• The initial focus will be internal-facing knowledge content, with expansion to external-facing content over time.
• Opportunity to establish and influence long-term knowledge management practices within the organization.

The successful consultant will bring structure and governance to the organization's Service Now Knowledge Base by implementing templates and workflows, organizing and migrating content, establishing ownership and review processes, and creating a seamless knowledge experience for end users.