Senior Knowledge Management Lead – ServiceNow & AI

STOPSO; Ashburn (VA); On-site; USD 65,000 - 70,000; Full time

Job summary

STOPSO in Ashburn, Virginia, seeks a Senior Knowledge Management Technician to lead development and governance of knowledge assets for Service Desk, APR, UCC, and self-service operations. This on-site role supports USPTO knowledge initiatives within government and contractor facilities.

You will build enterprise knowledge articles, conduct audits, and drive AI-enabled knowledge management, collaborating with service owners and technical teams to improve self-service content.

Qualifications

• Five years of knowledge management experience required.
• Experience with ServiceNow Knowledge Management required.

Responsibilities

• Develop and maintain enterprise knowledge articles.
• Perform knowledge quality reviews.
• Support AI-enabled knowledge management initiatives.
• Conduct knowledge audits and lifecycle reviews.
• Coordinate with service owners and technical teams.
• Drive self-service content improvements.

Skills

Knowledge management experience

ServiceNow Knowledge Management

Job description

STOPSO in Ashburn, Virginia, seeks a Senior Knowledge Management Technician to lead development and governance of knowledge assets for Service Desk, APR, UCC, and self-service operations. This on-site role supports USPTO knowledge initiatives within government and contractor facilities.

You will build enterprise knowledge articles, conduct audits, and drive AI-enabled knowledge management, collaborating with service owners and technical teams to improve self-service content.