ServiceNow Knowledge Management Strategist

Customer Experience Strategist – Service Now Knowledge Management

Lumen Solutions Group Inc. is a technology consulting Services company based in Florida. We provide a wide array of experienced business and IT professionals supporting clients from solution design to implementation and support. We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, and Enterprise Transformation.

Location:

100% Remote - attend an in-person team gathering approximately once per quarter

Job Type: Contract

Position Overview:

We are seeking an experienced Customer Experience Strategist with a strong background in Service Now Knowledge Management and Knowledge Base development. This individual will play a key role in expanding and establishing the organization's knowledge presence within Service Now. The role will work closely with internal business partners to understand their intake processes, workflows, and documentation needs and help transform that information into a structured, centralized, and easy-to-use knowledge experience.

The ideal candidate will have hands-on experience with Service Now Knowledge Management, creating knowledge structures, templates, workflows, governance processes, and content review cycles.

Key Responsibilities:

• Develop and expand the Service Now Knowledge Base to support internal users and potentially external users.
• Partner with internal business teams to understand their intake processes, workflows, and documentation requirements.
• Identify common questions, recurring tickets, and user needs to determine opportunities for new knowledge content.
• Create and establish knowledge templates, content structures, and standardized processes within Service Now.
• Develop workflows for content creation, review, approval, publication, and ongoing maintenance.
• Define clear ownership and governance for knowledge articles and content.
• Support the migration of existing documentation and creation of new content within Service Now.
• Analyze knowledge usage and available metrics to identify content gaps and opportunities for improvement.
• Help create a centralized and consistent knowledge experience across multiple business areas.
• Ensure knowledge content remains current, accurate, accessible, and properly maintained.
• Work with stakeholders and leadership across different levels to guide and support Knowledge Management processes.
• Help improve the user experience and reduce unnecessary support tickets by making relevant information easily available.

Required Qualifications:

• 5+ years of relevant experience preferred.
• Strong hands-on experience with Service Now.
• Experience with Service Now Knowledge Management and/or Knowledge Base (KB).
• Experience creating and managing knowledge articles, templates, workflows, and content structures.
• Strong understanding of Knowledge Management frameworks, governance, ownership, and review processes.
• Experience working with cross-functional teams and business stakeholders.
• Ability to understand business processes and translate them into organized, user-friendly knowledge content.
• Strong communication, documentation, and stakeholder management skills.

Preferred Qualifications:

• Knowledge Management certification or training.
• Experience with KMI or similar Knowledge Management frameworks.
• Experience establishing or expanding a Knowledge Management function or Knowledge Base.
• Exposure to Service Now capabilities beyond Knowledge Management.
• Familiarity with Service Now AI or AI-enabled knowledge capabilities is a plus.
• Healthcare industry experience is helpful but not required.

Lumen Solutions Group Inc is an equal opportunity employer. All qualified applicants will be considered for employment without regard to any legally protected status.