ServiceNow Knowledge Manager Job Yakima area,Washington USA,IT/Tech

Service Now Knowledge Manager
Other Area(s) Washington , District Of Columbia Full-Time Sep 8, 2026

Inserso is seeking a Service Now Knowledge Manager (KM) to support our government customer in Washington, DC. The KM oversees governance, administration, quality, and continuous improvement of Service Now Knowledge Management to ensure content is accurate, current, searchable, accessible, and compliant. The KM partners with Service Desk, technical teams, knowledge authors, Service Now support staff, and Government stakeholders to improve knowledge reuse, self-service, and consistent enterprise practices.

Responsibilities:
Knowledge Governance and Policy Management:

Develop and enforce Knowledge Management policies, publishing standards, and lifecycle requirements.
Establish standards for article quality, structure, taxonomy, metadata, readability, and formatting.
Ensure compliance with organizational, contractual, accessibility, and audit requirements.
Maintain approval and lifecycle processes from draft through publication, review, revision, and retirement.

Service Now Knowledge Base Administration:

Administer Service Now knowledge bases, categories, taxonomy, templates, metadata, and lifecycle settings.
Coordinate with Service Now developers and administrators on configuration, enhancements, upgrades, testing, and new capabilities.
Maintain workflows, version control, approval paths, publishing rules, roles, and permissions.

Content Quality and Lifecycle Management:

Ensure articles are accurate, current, relevant, complete, and standards-compliant.
Conduct quality reviews and audits; revise, consolidate, or retire outdated, duplicate, inaccurate, or low-value content.
Identify knowledge gaps and coordinate content development for recurring operational and customer-support needs.

Knowledge Author and Contributor Support:

Guide authors on templates, taxonomy, metadata, writing standards, and Knowledge Management procedures.
Review content for clarity, consistency, usability, accuracy, and compliance before publication.
Resolve or coordinate article, permissions, workflow, publishing, and search issues; develop job aids, SOPs, templates, and training materials as needed.

Search Optimization and Self-Service:

Improve findability through effective metadata, keywords, tags, categories, and taxonomy.
Analyze search behavior, user feedback, and content usage to identify improvement opportunities.
Optimize content to improve search, self-service, knowledge reuse, ticket deflection, and first-contact resolution.

Metrics, Reporting, and Continuous Improvement:

Monitor metrics for article usage and quality, search effectiveness, feedback, compliance, contributions, and ticket deflection.
Identify trends, recurring issues, and knowledge gaps; recommend improvements to governance, workflows, search, content organization, and user experience.
Provide required status reports and performance metrics to program leadership and Government stakeholders.

Communication and

Collaboration:

Communicate clearly with technical and non-technical audiences, simplifying complex information as needed.
Collaborate with Service Desk, technical teams, SMEs, developers, administrators, and Government stakeholders.
Provide training and guidance to authors and reviewers and coordinate cross-team Knowledge Management activities.

Required Skills/

Experience:

Must be a U.S. Citizen and successfully complete a Federal Government T2 Public Trust background check.
Associate's degree or equivalent experience.
Experience as a Service Now Knowledge Manager with ITSM, including permissions, workflows, reporting, and dashboards.
Knowledge of taxonomy, content architecture, article templates, metadata, and search optimization.
Strong technical writing, editing, SOP development, quality assurance, and documentation-control skills.
Experience using AI-assisted tools for document creation and review.
Five years of IT support, technical writing, or related experience, including one year in technical writing or documentation.
Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
Working knowledge of ITIL-based IT Service Management practices.

Preferred Skills/

Experience:

Experience creating and managing ITSM knowledge articles.
Understanding of Service Desk and enterprise IT operations.
Service Now Certified Implementation Specialist - IT Service Management.
Service Now Knowledge Management micro-certifications or accreditation.
KCS, HDI Knowledge Management/Support Center, Certified Knowledge Manager, or…