Knowledge Management Specialist - ServiceNow & AI Content

Bon Secours

Philippines

Remote

PHP 600,000 - 900,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

HMO medical coverage

Retirement plan

Group life and accident insurance

Work From Home allowance

Connectivity allowance

Wellness allowance

Paid vacation and sick leave

SSS, PhilHealth, Pag-IBIG

Hybrid/onsite/virtual arrangements

Learning and development programs

Mentorship and career growth pathways

Job summary

Bon Secours Mercy Health in the Philippines seeks a Knowledge Management Specialist to create, govern, and optimize knowledge content in ServiceNow, including AI-generated articles, ensuring accuracy and accessibility for all support levels.

You will collaborate with SMEs, maintain taxonomy and metadata standards, monitor usage metrics, and deliver reports and dashboards. This role includes knowledge migrations, light project coordination, and end-user training in a global healthcare setting.

Qualifications

3+ years of experience in Knowledge Management, Content Management, or ServiceNow environments.
Experience creating and managing knowledge articles in ServiceNow Knowledge Base.
Experience with knowledge migration, taxonomy design, or governance frameworks.
Healthcare, shared services, or global business services experience preferred.
Experience with Generative AI capabilities preferred.
ServiceNow CSA and KCS certifications preferred.

Responsibilities

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 SMEs to capture, document, and standardize processes and procedures into knowledge articles, including AI-derived content.
Ensure knowledge content is optimized for searchability, usability, and self-service adoption.
Monitor knowledge performance metrics and recommend improvements.
Support knowledge migration activities, including content mapping and validation.
Develop and maintain 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 and stakeholder coordination.
Train end users, agents, and content contributors on knowledge management tools and best practices.