ServiceNow Knowledge Management Specialist

Talentify; New York (NY); Presencial; USD 110 000 - 150 000; Tempo integral

Resumo da oferta

Atlas seeks a highly technical ServiceNow Business Analyst with a focus on Knowledge Management to optimize a large-scale ServiceNow environment. You will translate business needs into functional and technical requirements, working with Knowledge Management, ITSM, and AI-enabled capabilities to improve usability and findability for end users.

You will collaborate with platform admins, developers, and stakeholders, conduct root-cause analysis, document requirements and acceptance criteria, and

Qualificações

• Experience as a technical ServiceNow Business Analyst in complex environments.
• Hands-on knowledge of Knowledge Management, taxonomy, and content governance.
• Ability to translate business needs into functional and technical requirements.
• Experience with ITSM and Employee Center is preferred.
• Familiarity with Now Assist, AI capabilities, and search optimization.
• ServiceNow certifications are preferred.

Responsabilidades

• Assess and optimize ServiceNow Knowledge Management to improve findability and usability.
• Analyze configurations and user journeys to enhance self-service and support.
• Investigate issues with workflows, catalog items, routing rules, and search.
• Collaborate with stakeholders to translate needs into requirements.
• Evaluate AI-enabled capabilities like Now Assist and Intelligent Search.
• Document current and future-state processes, user stories, and acceptance criteria.
• Support testing, validation, and implementation of enhancements.
• Identify opportunities for governance and content lifecycle improvements.
• Lead sessions with technical and business teams to drive decisions.

Conhecimentos

ServiceNow Knowledge Management

Technical Business Analyst

ITSM experience

GenAI capabilities awareness

Stakeholder management

Formação académica

Bachelor's degree in a relevant field

Ferramentas

ServiceNow Platform

Descrição da oferta de emprego

Atlas seeks a highly technical ServiceNow Business Analyst with a focus on Knowledge Management to optimize a large-scale ServiceNow environment. You will translate business needs into functional and technical requirements, working with Knowledge Management, ITSM, and AI-enabled capabilities to improve usability and findability for end users.

You will collaborate with platform admins, developers, and stakeholders, conduct root-cause analysis, document requirements and acceptance criteria, and