Remote ServiceNow Knowledge Manager

Compucom Staffing; United States; Remote; USD 66,000 - 88,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

401(k)

Job summary

CompucomStaffing seeks a ServiceNow Knowledge Management Consultant for a remote engagement. You will partner with IT leadership and technical teams to capture and standardize knowledge within ServiceNow, develop articles, and build a governance framework.

This role requires strong writing, process governance, and cross-functional collaboration in a US-based remote setting. The ideal candidate has 5+ years in knowledge management or ITSM, hands-on ServiceNow experience, and the ability to

Qualifications

• Minimum 5+ years of experience in Knowledge Management, ITSM, technical documentation, or a related discipline.
• Hands-on experience with ServiceNow Knowledge Management and ITSM.
• Experience developing knowledge articles and organizing content within ServiceNow.
• Demonstrated experience establishing or improving Knowledge Management processes and governance.
• Strong technical writing, interviewing, facilitation, and content-development skills.
• Ability to translate technical information into clear, actionable documentation for a variety of audiences.
• Experience working with Service Desk data and operational teams to identify recurring issues and knowledge needs.
• Strong project management and organizational skills, with the ability to manage a content roadmap and drive deliverables to completion.
• Confident, proactive communication style with the ability to diplomatically challenge stakeholders, create accountability, and keep initiatives moving forward.
• Experience supporting a newly implemented or evolving ServiceNow environment preferred.
• Knowledge of ITIL and/or KCS methodologies preferred.
• Experience within financial services or another regulated enterprise environment preferred.
• Self-directed knowledge management professional who combines ServiceNow expertise with strong consulting and relationship skills.
• Must be comfortable working across levels of the organization, proactively pursuing information and deliverables, and turning the knowledge residing within busy IT teams into a structured, searchable, and sustainable knowledge base.
• Must be both strategic and hands-on, with the confidence and initiative to engage busy technical teams, extract essential information, and drive documentation through completion.

Responsibilities

• Partner with IT leaders and subject matter experts to capture processes, procedures, troubleshooting guidance, recurring issues, and other operational knowledge
• Create, edit, standardize, and maintain knowledge articles within ServiceNow using established templates and standards
• Analyze Service Desk case activity and recurring issues to identify knowledge gaps and opportunities for new content
• Develop and maintain a prioritized Knowledge Management roadmap and content backlog based on business impact, support demand, and leadership priorities
• Establish and reinforce practical governance for knowledge creation, review, approval, ownership, maintenance, and retirement
• Facilitate working sessions with technical teams to efficiently capture knowledge when SMEs do not have the time or documentation expertise to create articles themselves
• Provide management with visibility into knowledge priorities, content gaps, progress, and outstanding deliverables
• Drive communication and coordination across IT and business units to improve alignment and adoption of Knowledge Management practices
• Help establish sustainable processes and standards that can be maintained beyond the initial engagement

Skills

Knowledge Management

ServiceNow

ITSM

Technical Writing

Governance

Content Development

Stakeholder Management

Tools

ServiceNow

Job description

CompucomStaffing seeks a ServiceNow Knowledge Management Consultant for a remote engagement. You will partner with IT leadership and technical teams to capture and standardize knowledge within ServiceNow, develop articles, and build a governance framework.

This role requires strong writing, process governance, and cross-functional collaboration in a US-based remote setting. The ideal candidate has 5+ years in knowledge management or ITSM, hands-on ServiceNow experience, and the ability to