ServiceNow Knowledge Manager

Gravity IT Resources; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Gravity IT Resources is seeking a ServiceNow Knowledge Manager in Miami, FL to lead knowledge management efforts within a high-impact team. The role involves enhancing self-service capabilities through AI-driven platforms and ensuring governance of knowledge content. Ideal candidates will have extensive experience with ServiceNow, particularly in HRSD and ITSM modules, as well as strong change management skills.

Qualifications

• Proven experience with ServiceNow Knowledge Management, especially in HRSD, ITSM, CSM.
• Deep understanding of knowledge management and governance.
• Ability to work independently in fast-paced environments.

Responsibilities

• Own knowledge management strategy and execution.
• Evaluate and design knowledge assets and frameworks.
• Collaborate with teams to author and standardize content.

Skills

Change management

Stakeholder engagement

Knowledge management principles

Cross-functional collaboration

ServiceNow Knowledge Management

Education

Bachelor’s degree in Information Management

Computer Science

Business Administration

Job description

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Job Title:ServiceNow Knowledge Manager
Location:Preferred candidates will be based in Miami, FL or Arkansas
Job-Type:Contract
Referral Bonus: +/- $100/Month

Position Overview:
Gravity is activelyServiceNow Knowledge Manager to join a high-impact team supporting the expansion of a ServiceNow platform implementation, with a strong emphasis on enhancing self-service capabilities through AI-driven knowledge management. This individual will take full ownership of the accuracy, completeness, and governance of IT and enterprise knowledge content, driving cross-functional efforts to establish and sustain an effective, scalable knowledge management framework.

Key Responsibilities:

• Own the end-to-end strategy, execution, and maintenance of IT and cross-functional knowledge bases to ensure completeness, accuracy, and usability.

• Evaluate current knowledge assets and frameworks, designing a go-forward strategy aligned with existing ServiceNow HRSD implementation decisions.

• Develop a phased self-service approach aligned to project phases and organizational goals.

• Define and implement taxonomy and content organization structures for knowledge bases and IT services across internal portals.

• Collaborate with cross-functional teams to gather, author, revise, and standardize content, enabling seamless integration with AI capabilities and platform-driven self-service.

• Establish and implement a sustainable operational governance model for ongoing content review, updates, and lifecycle management.

• Lead knowledge-related change management efforts across departments to support adoption and maintain alignment with strategic goals.

Required Skills and Experience:

• Proven experience with ServiceNow Knowledge Management, specifically within HRSD, ITSM, and CSM modules.

• Deep understanding of knowledge management principles and best practices, including taxonomy development and content lifecycle governance.

• Strong change management and stakeholder engagement skills.

• Experience driving cross-functional collaboration in enterprise environments.

• Ability to work independently and proactively in a fast-paced, evolving environment.

Preferred Qualifications:

• ServiceNow certifications in HRSD, ITSM, or CSM (preferred but not required with equivalent experience).

• Experience supporting knowledge initiatives tied to AI or self-service transformation projects.

Education:

• Bachelor’s degree in Information Management, Computer Science, Business Administration, or a related field; or equivalent experience.

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