Knowledge Management Manager

Insight Global; Woonsocket (RI); Presencial; USD 75.000 - 95.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Knowledge management

ITSM

Cross-functional collaboration

AI content migration

Metadata design

Educación

Bachelors degree

Herramientas

ServiceNow

Jira Service Management

Google Suite

Moveworks

AEX

Descripción del empleo

Job Description

1. Operate within a CoE (Center of Excellence) model, partnering with Service and Product owners - coaching them on documenting and onboarding their own processes rather than writing all content directly
2. Administer AI-assisted documentation intake tools (e.g., Claude integrations) to automatically ingest, sort, and format raw technical data from engineering teams
3. Establish and enforce structural standards, taxonomy, and metadata in ServiceNow so enterprise AI search can retrieve accurate, permission-based answers
4. Audit and lead migration of legacy documentation from Google Drive, \"The Trunk,\" and decommissioned intranets into standardized platforms
5. Collaborate with Communications to align technology updates with published documentation prior to broadcast

Skills and Requirements

• 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 experience with AI content migration, taxonomy design, metadata structuring, and preparing knowledge bases for LLM ingestion
• Previous experience working across a variety of projects and teams, both technical and non-technical
• 4-year college degree
• Proficiency in Google Suite
• KCS (Knowledge-Centered Service) Certified
• ITIL Certified (v4 or v5)
• Experience working with AI agents such as Moveworks or AEX

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].