AI-Driven Knowledge Manager (CoE) | ServiceNow Expert

Insight Global; Woonsocket (RI); On-site; USD 75,000 - 95,000; Full time

Job summary

Insight Global is seeking a Knowledge Management Specialist to lead documentation governance within a Center of Excellence. You will structure metadata in ServiceNow, drive AI-ready content, and migrate legacy documentation to standardized platforms while coordinating with product, service, and communications teams.

The role demands 3–5 years in knowledge management, strong ITSM and ServiceNow skills, and a 4-year degree.

Qualifications

• 3–5 years of experience in knowledge management, ITSM, or a related field.
• Strong expertise in ServiceNow Knowledge Management.
• Prior experience using ServiceNow (or a similar platform) as a ticketing system.
• Prior Jira Service Management experience.
• Hands-on AI content migration, taxonomy design, metadata structuring, and preparing knowledge bases for LLM ingestion.
• Experience working across various projects and teams, both technical and non-technical.
• 4-year college degree.
• Proficiency in Google Suite.
• KCS (Knowledge-Centered Service) Certification.
• ITIL Certification (v4 or v5).
• Experience with AI agents such as Moveworks or AEX.

Responsibilities

• Operate within a CoE model, coaching owners on documenting and onboarding their processes.
• Administer AI-assisted documentation intake tools to ingest and format data from engineering teams.
• Establish and enforce structure, taxonomy, and metadata in ServiceNow for accurate enterprise AI search.
• Audit and migrate legacy docs from Google Drive, The Trunk, and intranets into standardized platforms.
• Collaborate with Communications to align tech updates with published documentation before broadcast.

Skills

Knowledge management

ITSM

Cross-functional collaboration

AI content migration

Metadata design

Education

Bachelors degree

Tools

ServiceNow

Jira Service Management

Google Suite

Moveworks

AEX

Job description

Insight Global is seeking a Knowledge Management Specialist to lead documentation governance within a Center of Excellence. You will structure metadata in ServiceNow, drive AI-ready content, and migrate legacy documentation to standardized platforms while coordinating with product, service, and communications teams.

The role demands 3–5 years in knowledge management, strong ITSM and ServiceNow skills, and a 4-year degree.