ESM Knowledge Manager

Ashurst; Glasgow; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

An international law firm in Glasgow is seeking an ESM Knowledge Manager to manage and evolve their ITSM and Enterprise Service Management knowledge base. The role requires expertise in knowledge management, particularly within ServiceNow, and a strong ability to collaborate across multiple business domains. The firm offers competitive remuneration, flexible working, and a commitment to diversity and inclusion.

Benefits

Competitive remuneration

Flexible working

Corporate health plans

Global professional development offerings

Diversity and inclusion programs

Qualifications

• Experience in IT and enterprise knowledge management, ideally within ServiceNow.
• Strong analytical, communication, and stakeholder engagement skills.
• Knowledge of ITIL 4 principles and ESM practices.

Responsibilities

• Develop and maintain a unified ESM knowledge management framework within ServiceNow.
• Define governance standards for knowledge creation, review, and retirement across ASC and IT domains.
• Collaborate with IT, HR, Finance, and other ASC teams to capture and curate domain-specific knowledge.

Skills

IT and enterprise knowledge management

Analytical skills

Communication skills

Stakeholder engagement

Knowledge of ITIL 4 principles

Knowledge management tools proficiency

Ability to manage competing priorities

Tools

ServiceNow

Job description

The Opportunity:

Reporting to the Global IT Service Management Leader, the ESM Knowledge Manager is responsible for managing the organisation's ITSM and Enterprise Service Management (ESM) knowledge base, ensuring it is accurate, up-to-date, and easily accessible to stakeholders. This includes maintaining and evolving knowledge articles (KAs) across both IT and Ashurst Service Central (ASC) domains, such as HR, Finance, and other business services. The role ensures that knowledge is accurate, accessible, and aligned with organisational goals to support efficient service delivery across all departments.

Key responsibilities of the role include

• Develop and maintain a unified ESM knowledge management framework within ServiceNow, ensuring alignment with organisational goals.
• Define governance standards for knowledge creation, review, and retirement across ASC and IT domains.
• Develop a comprehensive Knowledge Management (KM) strategy and roadmap, outlining the vision, objectives, and phased approach to achieve a mature, user-centric KM environment.
• Ensure integration between knowledge articles, the service catalogue, and request fulfilment processes within ServiceNow to guide users to the right service or solution.
• Develop a network of knowledge champions across the ASC and IT domains.
• Collaborate with IT, HR, Finance, and other ASC teams to capture and curate domain-specific knowledge.
• Ensure knowledge is effectively captured and shared across teams.
• Lead the identification, assessment, migration, and consolidation of existing knowledge from disparate sources into the ServiceNow knowledge base during the transition from Cherwell.
• Conduct regular reviews and audits of the knowledge base to ensure data accuracy and relevance.
• Monitor usage metrics and feedback to continuously improve content effectiveness.
• Develop and execute a strategy to drive user adoption of the ServiceNow knowledge base within the self-service portal.
• Drive continuous improvement initiatives to enhance the user experience and operational efficiency of the ServiceNow knowledge platform.
• Leverage analytics, using automation, AI, and knowledge visualisation tools, to inform improvements and measure impact.

This is a full-time, permanent role based in our Glasgow office with hybrid working.

More information can be found in the job description attached to the role on our careers site

About you:

The successful candidate will have:

• Experience in IT and enterprise knowledge management, ideally within ServiceNow.
• Strong analytical, communication, and stakeholder engagement skills.
• Knowledge of ITIL 4 principles and ESM practices.
• Proficiency in using knowledge management tools.
• Experience working across multiple business domains (e.g., IT, HR, Finance).
• Ability to manage competing priorities and deliver outcomes in a complex environment.
• Proven ability to design, implement, and govern an Enterprise Service Management (ESM) Knowledge Management framework'

What makes Ashurst a great place to work?

We offer you all the things you should expect from an international law firm, some of which include:

• competitive remuneration with the flexibility to reward high performance;
• flexible working;
• corporate health plans;
• a global professional development offering for all employees; and
• an industry-leading programme that celebrates diversity and inclusion.

We are committed to delivering positive impacts to our communities through our Social Impact programme.

We aim to recruit, retain and promote the best people from the widest possible talent pools. We are committed to offering a safe and welcoming environment for all employees to ensure they are supported to work at their best.

Beyond this, what sets Ashurst apart from others is our global strength, our drive to innovate and collaborate, and our commitment to excellence. It is these values that make Ashurst a unique place to work.