Knowledge Management Specialist

Bon Secours; Taguig; Hybrid; PHP 800,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid work model

HMO medical coverage

Paid vacation and sick leave

Wellness allowance

Learning and development programs

Job summary

Bon Secours Mercy Health Global Business Services – Manila seeks a Knowledge Management Specialist to govern and optimize knowledge content, including AI-derived articles in ServiceNow. You will support reporting, continuous improvement, and light project coordination to enhance user experience and knowledge effectiveness.

The role requires 3+ years in KM, a BS in business or related field, and familiarity with KCS, taxonomy, and HRSD processes.

Qualifications

• 3+ years of experience in knowledge management or content management.
• Experience with ServiceNow Knowledge Base or similar platforms.
• Experience in knowledge migration, taxonomy design, or governance.
• Healthcare, shared services, or global business services experience preferred.
• Generative AI capabilities experience preferred.

Responsibilities

• Create, review, edit, and publish knowledge articles in ServiceNow per standards.
• Maintain knowledge quality via audits, updates, archiving and deduplication.
• Collaborate with SMEs to capture and standardize processes into knowledge articles.
• Ensure content is searchable, usable, and supports self-service (Tier 0).
• Provide reporting on usage, gaps, and performance trends.

Skills

ServiceNow Knowledge Management

KCS methodology

Taxonomy design

Metadata structuring

Knowledge migration

Reporting and analytics

HRSD knowledge

Microsoft Office tools

Education

Bachelor’s degree in business administration or related

Tools

ServiceNow

Power BI

Job description

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours:

40

Work Shift:

8pm to 5am (Philippines)

Bon Secours Mercy Health Global Business Services – Manila

Who we are

At Bon Secours Mercy Health Global Business Services – Manila, we believe your best is yet to come. Based in the Philippines, we partner closely with U.S.-based teams and leaders to deliver strategic insights, operational excellence and specialized expertise that advance our Mission. Join us in celebrating the human side of healthcare and be part of a global team dedicated to delivering meaningful impact.

Knowledge Management Specialist

Primary Function/General Purpose of Position

The Knowledge Management Specialist is responsible for the creation, maintenance, governance, and optimization of knowledge content, including quality assurance of any AI generated knowledge content within ServiceNow. This role ensures that knowledge articles are accurate, accessible, and aligned with organizational standards to support all tiers of service delivery. The position also supports reporting, continuous improvement initiatives, and light project coordination to enhance knowledge effectiveness and user experience.

Essential Job Functions

• Create, review, edit, and publish knowledge articles in ServiceNow in alignment with taxonomy, governance, and style standards.
• Maintain knowledge base quality through regular audits, updates, archiving, and deduplication of content.
• Collaborate with subject matter experts (SMEs) to capture, document, and standardize processes and procedures into knowledge articles. This includes any AI derived knowledge articles.
• Ensure knowledge content is optimized for searchability, usability, and self-service (Tier 0) adoption.
• Monitor knowledge performance metrics (e.g. usage, helpfulness, deflection rates) and recommend improvements.
• Support knowledge migration activities (e.g. ServiceNow, and other tools as needed), including content mapping, cleanup, and validation.
• Assist in developing and maintaining taxonomy structures, metadata standards, and knowledge governance processes, including AI.
• Provide reporting and dashboards related to knowledge usage, gaps, and performance trends.
• Support minor project management activities including timelines, stakeholder coordination, and status reporting for knowledge initiatives.
• Train end users, agents, and content contributors on knowledge management tools, standards, and best practices.

Licensing/Certification

• ServiceNow Certified System Administrator (CSA) (preferred)
• Knowledge-Centered Service (KCS) Certification (KCS v6 Practices or equivalent) (preferred)

Education

• Bachelor’s degree in business administration, information systems, communications, or any related fields (required)

Work Experience

• 3+ years of experience in knowledge management, content management, or ServiceNow Environments (required)
• Experience in creating and managing knowledge articles in ServiceNow Knowledge Base or related knowledge-based platform (required)
• Experience with knowledge migration, taxonomy design, or governance frameworks (preferred)
• Experience in healthcare, shared services, or global business services environments (preferred)
• Experience with generative Artificial Intelligence (AI) capabilities–(preferred)

Training

• Training in ServiceNow Knowledge Management and Content Management (preferred)
• Knowledge-Centered Service (KCS) Methodology Training (preferred)

Skills

Hard Skills (Functional / Technical):

• ServiceNow Knowledge Management (article creation, workflows, lifecycle)
• Knowledge-Centered Service (KCS) methodology application
• Taxonomy design and metadata structuring
• Knowledge migration and content cleanup within ServiceNow
• Understanding of HRSD processes within ServiceNow
• Content auditing, deduplication, and governance practices
• Reporting and analytics (ServiceNow reports, dashboards, Power BI)
• Search optimization and knowledge usability design
• Basic project management (timelines, tracking, stakeholder coordination)
• Microsoft Office tools (Excel, Word, PowerPoint, SharePoint)

Soft Skills (Behavioral / Interpersonal):

• Strong written and verbal communication skills
• Attention to detail and content accuracy
• Analytical thinking and problem-solving
• Stakeholder collaboration and relationship management
• Adaptability in fast-paced, evolving environments
• Organizational and time management skills
• Continuous improvement mindset
• Customer-focused approach to knowledge delivery
• Ability to simplify complex information into user-friendly content
• Accountability and ownership of deliverables

As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
• One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances
• Paid vacation and sick leave
• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions
• Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)
• Mission-driven culture events, community outreach and service opportunities
• Learning and development programs, mentorship and clear career growth pathways
• Modern, collaborative office spaces and regular engagement and culture-building activities

Benefits may vary based on employment terms and role.

Department:

Human Resources - HR Services - BSMH Global Business Systems

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.

All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law.

We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.

If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at ••••@bsmhealth.org. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.