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

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, unlesslocal 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:

• 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 mediumbusiness.For more information, visit www.compucom.com.

Work Authorization:

Candidates mustbe authorized towork 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.

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 RHODEISLAND, ANDIS THEREFORE COVERED BY THE STATE’S WORKERS’ COMPENSATION LAW.

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