25-098 Knowledge & Experience Content Specialist

Morson Canada; Pickering; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading recruitment firm in Ontario is seeking a Knowledge & Experience Content Specialist to enhance the management and optimization of knowledge assets. The successful candidate will possess at least 3 years of experience in knowledge management and content strategy, ensuring all documentation is clear and engaging to empower employees. The role involves collaboration across various teams to uphold content standards and improve employee self-service experiences.

Qualifications

• 3+ years of experience in knowledge management or content strategy.
• Experience with ServiceNow Knowledge Management and various content types.
• Knowledge of UX principles is a plus.

Responsibilities

• Lead the development and management of knowledge assets.
• Ensure content is engaging and aligns with self-service initiatives.
• Collaborate with teams to refine knowledge articles and documentation.
• Monitor content performance and incorporate feedback for improvements.

Skills

Knowledge management

Content strategy

Technical writing

Instructional design

Strong written communication skills

Visual communication skills

Tools

ServiceNow Knowledge Management

SOPs

Flowcharts

Slide decks

Job description

Overview

25-098 Knowledge & Experience Content Specialist

Resume Due Date: Wednesday Sept 10th, 2025 (5:00PM EST) Number of Vacancies: 1
Level: MP4 Hourly Rate: $65 - 80/hour Duration: 12 Months Hours of work: 35 Location: 889 Brock Road, Pickering (100% remote)

Job Overview

• We are looking for a creative, detail-driven, and employee-centric Knowledge & Experience Content specialist to lead the development, management, and optimization of knowledge assets across multiple formats for Shared Services-including ServiceNow knowledge base articles, job aids, process documentation, and internal presentations.
• This individual will ensure all content is easy to understand, visually engaging, and aligned with our goal of enabling seamless self-service and empowering employees through exceptional support experiences.
• You will serve as the key guardian of knowledge quality and accessibility, helping teams across the organization create content that's clear, consistent, and useful. If you're passionate about simplifying the complex and delivering content that drives employee success, this role is for you.
• Translate technical or operational language into clear, helpful, and engaging content that supports employee self-service.
• Partner with stakeholders to develop or refine knowledge articles, presentations, job aids, and process documentation that support employee learning, onboarding, and process understanding.
• Ensure all materials follow plain language, accessibility, and visual design best practices.
• Establish and maintain standards for content quality, formatting, taxonomy, and metadata tagging across platforms. Create templates, toolkits, and style guides to enable content contributors to follow best practices.
• Use analytics to monitor content performance and identify areas for improvement.
• Collect and incorporate employee feedback to continuously improve content usability and discoverability.
• Collaborate with employee experience, IT, HR, and communications teams to ensure content meets evolving employee needs.

Qualifications

• 3+ years of experience in knowledge management, content strategy, technical writing, or instructional design. Strong written and visual communication skills with a knack for making complex concepts simple.
• Experience with ServiceNow Knowledge Management and familiarity with content types such as SOPs, flowcharts, and slide decks.
• Knowledge of UX principles and/or experience with employee self-service portals is a plus. Self-starter who thrives in a fast-paced, collaborative environment.