ServiceNow Knowledge Management Consultant

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

At CompucomStaffing, you’re more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance.

Our client is looking for a qualified ServiceNow Knowledge Management Consultant to join their team in a remote role. This Consultant must be located in the Central or Eastern Time Zone.

This individual will partner with IT leadership, the internal Service Desk, technical teams, and business stakeholders to capture critical institutional knowledge, develop standardized knowledge articles, and ensure information is properly documented and maintained within ServiceNow.

Duties And 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 And Qualifications

• Minimum 5+ years of experience in Knowledge Management, IT Service Management, 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

Wage Range

The rate for this position is between $47.78 - $63.70 per hour, unless local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits

The Company offers a comprehensive benefit package that you can elect into including but not limited to the following benefits, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 6 days annually), paid time off (minimum of 10 days annually), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre‑tax benefits.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

W2 only, no Corp to Corp.

Equal Employment Opportunity: CompucomStaffing

™, a division of CompuCom® Systems, Inc., is an Equal Opportunity Employer. We provide IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.compucom.com.

Work Authorization

Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.

AI Usage

Please note, artificial intelligence (AI) may be used to screen and/or assess applicants for this position but will not be used to substantially replace human decision making regarding this position.

Arizona Applicants

TO THE EXTENT REQUIRED BY APPLICABLE LAW, THE COMPANY MAINTAINS A SMOKE‑FREE WORKPLACE.

California Residents

PLEASE REVIEW THE CALIFORNIA CONSUMER PRIVACY ACT NOTICE.

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

Maryland Applicants

UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

Massachusetts Applicants

IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT. AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY.

Rhode Island Applicants

THE COMPANY IS SUBJECT TO CHAPTERS 29-38 OF TITLE 28 OF THE GENERAL LAWS OF RHODE ISLAND, AND IS THEREFORE COVERED BY THE STATE’S WORKERS’ COMPENSATION LAW.

INDCCStaffing

On-Camera Video Interview Notice

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on‑camera interviews may result in removal from further consideration for employment.