ServiceNow Knowledge Manager

Saliense Consulting LLC; Arlington (VA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a proactive Knowledge Manager to enhance their knowledge management capabilities. This exciting role involves developing frameworks in ServiceNow, collaborating with diverse teams, and ensuring the quality of knowledge articles. With a focus on IT service management, you'll play a key role in fostering a culture of continuous learning and improvement. Join a dynamic environment that values innovation and personal growth, where you can make a significant impact on client success and operational excellence.

Benefits

100% Healthcare Premiums

401K Match

20 Days Paid Leave

Parental Leave

Qualifications

• 2+ years of experience in Knowledge Management or similar role.
• Strong understanding of ITIL processes and knowledge management.
• Proven experience in building knowledgebase architectures.

Responsibilities

• Design and implement ServiceNow Knowledge Management frameworks.
• Collaborate with SMEs to create high-quality, searchable content.
• Conduct audits of existing knowledge articles for accuracy.

Skills

Knowledge Management

ServiceNow

ITIL Processes

Writing and Editing

Collaboration

Analytics

Education

Associate's Degree

Tools

ServiceNow

Job description

Who is Saliense?
Saliense is a growing Management and Technology Consulting Solutions provider based out of Mclean, VA. We work to solve our client’s toughest challenges within the Defense, Civilian, Financial, and Healthcare industries. Our diverse employees support vital missions for government and commercial customers. For more information, visit www.saliense.com.

Why Saliense?
In addition to providing a fun, energetic environment that promotes innovation and personal growth, we offer excellent compensation packages with plenty of opportunities for advancement. We pay 100% of the premiums for employee Healthcare, including medical, dental, and vision. We offer a 401K match, and all company contributions are 100% vested immediately. Since we believe in work-life balance so much, we offer 20 days of paid leave per year. Use it as you need it or use it all at once and go travel for a month! We are proud to offer parental leave.

We pride ourselves on contract stability and team cohesion. This position will be a part of a 5-year contract with 3 years remaining. We are excited to launch into our 3rd contract year this summer with lots of runway to make a huge impact for our clients.

There are many more - connect with us to get a preview of the full benefits package.

This role is 5 days per week onsite in Arlington, VA.

Position Description:

We are seeking a highly organized and proactive Knowledge Manager with hands-on experience building and maintaining knowledgebases in ServiceNow. The ideal candidate will lead the development, governance, and continuous improvement of knowledge articles to support IT service management (ITSM), self-service support, and operational excellence across a dynamic and multi-team enterprise environment.

Duties & Responsibilities:

• Design and implement ServiceNow Knowledge Management (KM) frameworks to capture and curate institutional knowledge.
• Develop and maintain a taxonomy, templates, and approval workflows for articles in alignment with ITIL best practices.
• Collaborate with Subject Matter Experts (SMEs), help desk teams, and process owners to create high-quality, searchable, and up-to-date content.
• Monitor usage metrics and user feedback to drive improvements in article quality, relevance, and usability.
• Conduct periodic reviews and audits of existing knowledge articles to ensure content accuracy, retirement of stale entries, and compliance with organizational standards.
• Train and support teams on knowledge contribution standards and self-service portal enhancements.
• Support integration of KM with other ITSM modules in ServiceNow (e.g., Incident, Problem, Change, and Request Management).
• Provide reporting and dashboards on knowledgebase effectiveness, gaps, and adoption.
• Lead knowledge-centered service (KCS) initiatives to foster a culture of continuous learning and sharing.

Requirements:

• Associate’s degree from an accredited institution
• 2+ years of experience as a Knowledge Manager or similar role, with at least 1 year working directly in ServiceNow’s Knowledge Management module.
• Proven experience building knowledgebase architectures, workflows, and article repositories in ServiceNow.
• Strong understanding of ITIL processes and their intersection with knowledge management.
• Excellent writing, editing, and information structuring skills with a focus on clarity and usability.
• Ability to collaborate effectively with diverse stakeholders including service desk agents, engineers, and leadership.
• Experience using analytics and dashboards to assess knowledgebase performance and user behavior.

Preferred Qualifications:

• Experience in federal or DoD IT service environments.
• ServiceNow Administrator or Knowledge Manager certification.
• Experience with Knowledge-Centered Service (KCS) methodology.
• Familiarity with 508 compliance standards for content accessibility.