Remote ServiceNow Knowledge Management Consultant

JobDiva, Inc.; Wheeling (WV); Remote; USD 137,085,000 - 182,857,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D insurance

Disability plans

Paid holidays

Paid time off

Paid parental leave

401(k)

FSA/HSA pre-tax benefits

Job summary

CompucomStaffing is seeking a qualified ServiceNow Knowledge Management Consultant to support a client in a remote role, located in the Central or Eastern Time Zone. You will partner with IT leadership, the internal Service Desk, technical teams, and business stakeholders to capture institutional knowledge and develop standardized knowledge articles in ServiceNow.

The role emphasizes governance, a knowledge roadmap, and a sustainable knowledge base, delivering clear documentation and processes

Qualifications

• 5+ years in Knowledge Management, ITSM or technical documentation.
• Hands-on ServiceNow Knowledge Management and ITSM.
• Experience creating and organizing knowledge articles in ServiceNow.
• Experience establishing Knowledge Management processes and governance.
• Strong technical writing, interviewing, facilitation, and content development skills.
• Ability to translate technical information into clear docs for varied audiences.
• Experience with Service Desk data and identifying knowledge gaps.
• Project management and content roadmap delivery capability.
• Strong communication with stakeholders and cross-functional teams.
• ITIL or KCS knowledge preferred; financial services experience preferred.

Responsibilities

• Partner with IT leaders to capture processes, procedures, and knowledge.
• Create, edit, standardize, and maintain knowledge articles in ServiceNow.
• Analyze Service Desk data to identify knowledge gaps and content opportunities.
• Develop a prioritized Knowledge Management roadmap and content backlog.
• Establish governance for knowledge creation, review, ownership, and retirement.
• Facilitate sessions with technical teams to capture knowledge when SMEs are unavailable.
• Provide management with visibility into knowledge priorities and progress.
• Drive cross-functional coordination to improve adoption of Knowledge Management.
• Establish sustainable processes that endure beyond the engagement.

Skills

Knowledge Management

IT Service Management

Technical Documentation

ServiceNow KM

ITSM

Knowledge Articles

Knowledge Governance

Technical Writing

Content Roadmap

Stakeholder Management

Tools

ServiceNow

ITSM Tooling

Job description

CompucomStaffing is seeking a qualified ServiceNow Knowledge Management Consultant to support a client in a remote role, located in the Central or Eastern Time Zone. You will partner with IT leadership, the internal Service Desk, technical teams, and business stakeholders to capture institutional knowledge and develop standardized knowledge articles in ServiceNow.

The role emphasizes governance, a knowledge roadmap, and a sustainable knowledge base, delivering clear documentation and processes