ServiceNow Knowledge & AI Readiness Intern

New York ISO; City of Rensselaer (NY); Hybrid; USD 30,000 - 45,000; Part time

Benefits offered by this job

Hybrid work arrangement

Albany, NY local focus

Job summary

The New York Independent System Operator (NYISO) invites applications for an IT Service Delivery Intern to help improve the ServiceNow Knowledge Base content quality and usability. You will prepare knowledge articles for AI-assisted search and self-service experiences while establishing governance for ongoing content quality.

Collaborate with ServiceNow specialists, article owners, and SMEs to evaluate content, enhance structure and findability, and develop templates and guidance.

Qualifications

• Pursuing a degree in Information Systems, Computer Science, or related field.
• Strong analytical, research, writing, editing, and information-organization skills.
• Ability to translate technical information into clear, concise documentation.
• Excellent attention to detail and commitment to content quality.
• Interest in IT service management, knowledge management, data governance, configuration management, enterprise platforms, or AI-enabled self-service.
• Professional communication and ability to collaborate with SMEs.
• Ability to organize work, follow through, and accept feedback.
• Coursework or experience with ServiceNow, CMDB, ITIL, reporting, data quality, or generative AI is helpful but not required.

Responsibilities

• Assess current ServiceNow Knowledge Base and establish an AI-readiness baseline.
• Evaluate articles for ownership, currency, structure, metadata, audience, duplication, formatting, and steps.
• Develop a reusable knowledge article template, quality checklist, and authoring guidance.
• Identify stale, duplicate, incomplete, poorly structured, or low-value articles.
• Coordinate with article owners and SMEs to improve high-value content.
• Review categories, metadata, keywords, naming conventions, and linking practices to improve findability.
• Recommend a governance process for article intake, review, certification, maintenance, retirement, and accountability.
• Document findings, content risks, quality indicators, and a remediation backlog.
• Support stakeholder sessions, content validation, testing, and knowledge transfer.
• Assist with related ServiceNow KM, CMDB, reporting, attestation, lifecycle, automation, or workspace initiatives as assigned.
• Prepare documentation, recommendations, dashboards, or presentations for IT stakeholders.

Skills

Analytical skills

Research skills

Writing

Editing

Information organization

Communication skills

Independent work

Education

Information Systems

Computer Science

Related discipline

Tools

ServiceNow

CMDB

ITIL

Reporting

Generative AI

Job description

The New York Independent System Operator (NYISO) invites applications for an IT Service Delivery Intern to help improve the ServiceNow Knowledge Base content quality and usability. You will prepare knowledge articles for AI-assisted search and self-service experiences while establishing governance for ongoing content quality.

Collaborate with ServiceNow specialists, article owners, and SMEs to evaluate content, enhance structure and findability, and develop templates and guidance.