ServiceNow Knowledge Manager

Inserso; Washington (District of Columbia); On-site; USD 75,000 - 85,000; Full time

Job summary

Inserso in Washington, DC seeks a ServiceNow Knowledge Manager to govern and optimize Knowledge Management for our government client. You will oversee governance, administration, quality, and continuous improvement to ensure content is accurate, searchable, and compliant.

You will collaborate with Service Desk, technical teams, knowledge authors, and Government stakeholders to improve knowledge reuse, self-service, and enterprise-wide standards.

Qualifications

• Must be a U.S. Citizen and successfully complete a Federal Government T2 Public Trust background check.
• Associate's degree or equivalent experience.
• Experience as a ServiceNow Knowledge Manager with ITSM, including permissions, workflows, reporting, and dashboards.
• Knowledge of taxonomy, content architecture, article templates, metadata, and search optimization.
• Strong technical writing, editing, SOP development, quality assurance, and documentation-control skills.
• Experience using AI-assisted tools for document creation and review.
• Five years of IT support, technical writing, or related experience, including one year in technical writing or documentation.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Working knowledge of ITIL-based IT Service Management practices.

Responsibilities

• Knowledge Governance and Policy Management: Develop and enforce Knowledge Management policies, publishing standards, and lifecycle requirements.
• Knowledge Governance and Policy Management: Establish standards for article quality, structure, taxonomy, metadata, readability, and formatting.
• Knowledge Governance and Policy Management: Ensure compliance with organizational, contractual, accessibility, and audit requirements.
• Knowledge Governance and Policy Management: Maintain approval and lifecycle processes from draft through publication, review, revision, and retirement.
• ServiceNow Knowledge Base Administration: Administer ServiceNow knowledge bases, categories, taxonomy, templates, metadata, and lifecycle settings.
• ServiceNow Knowledge Base Administration: Coordinate with ServiceNow developers and administrators on configuration, enhancements, upgrades, testing, and new capabilities.
• ServiceNow Knowledge Base Administration: Maintain workflows, version control, approval paths, publishing rules, roles, and permissions.
• Content Quality and Lifecycle Management: Ensure articles are accurate, current, relevant, complete, and standards-compliant.
• Content Quality and Lifecycle Management: Conduct quality reviews and audits; revise, consolidate, or retire outdated content.
• Content Quality and Lifecycle Management: Identify knowledge gaps and coordinate content development for recurring needs.
• Knowledge Author and Contributor Support: Guide authors on templates, taxonomy, metadata, writing standards, and Knowledge Management procedures.
• Knowledge Author and Contributor Support: Review content for clarity, consistency, usability, accuracy, and compliance before publication.
• Knowledge Author and Contributor Support: Resolve or coordinate issues; develop job aids, SOPs, templates, and training materials as needed.
• Search Optimization and Self-Service: Improve findability through metadata, keywords, tags, categories, and taxonomy.
• Search Optimization and Self-Service: Analyze search behavior, user feedback, and content usage to identify improvement opportunities.
• Search Optimization and Self-Service: Optimize content to improve search, self-service, knowledge reuse, ticket deflection, and first-contact resolution.
• Metrics, Reporting, and Continuous Improvement: Monitor metrics for article usage and quality, search effectiveness, feedback, compliance, contributions, and ticket deflection.
• Metrics, Reporting, and Continuous Improvement: Identify trends and knowledge gaps; recommend improvements to governance and search.
• Metrics, Reporting, and Continuous Improvement: Provide status reports and performance metrics to leadership and Government stakeholders.
• Communication and Collaboration: Communicate clearly with technical and non-technical audiences.
• Communication and Collaboration: Collaborate with Service Desk, technical teams, SMEs, developers, administrators, and Government stakeholders.
• Communication and Collaboration: Provide training and guidance to authors and reviewers and coordinate cross-team Knowledge Management activities.

Skills

ITSM Knowledge Manager experience

Technical writing

Documentation control

AI-assisted tools

Education

Associate's degree or equivalent experience

Tools

ServiceNow

Microsoft Office

Job description

Inserso is seeking a ServiceNow Knowledge Manager (KM) to support our government customer in Washington, DC. The KM oversees governance, administration, quality, and continuous improvement of ServiceNow Knowledge Management to ensure content is accurate, current, searchable, accessible, and compliant. The KM partners with Service Desk, technical teams, knowledge authors, ServiceNow support staff, and Government stakeholders to improve knowledge reuse, self-service, and consistent enterprise practices.

Responsibilities:

Knowledge Governance and Policy Management

• Develop and enforce Knowledge Management policies, publishing standards, and lifecycle requirements.
• Establish standards for article quality, structure, taxonomy, metadata, readability, and formatting.
• Ensure compliance with organizational, contractual, accessibility, and audit requirements.
• Maintain approval and lifecycle processes from draft through publication, review, revision, and retirement.

ServiceNow Knowledge Base Administration

• Administer ServiceNow knowledge bases, categories, taxonomy, templates, metadata, and lifecycle settings.
• Coordinate with ServiceNow developers and administrators on configuration, enhancements, upgrades, testing, and new capabilities.
• Maintain workflows, version control, approval paths, publishing rules, roles, and permissions.

Content Quality and Lifecycle Management

• Ensure articles are accurate, current, relevant, complete, and standards-compliant.
• Conduct quality reviews and audits; revise, consolidate, or retire outdated, duplicate, inaccurate, or low-value content.
• Identify knowledge gaps and coordinate content development for recurring operational and customer-support needs.

Knowledge Author and Contributor Support

• Guide authors on templates, taxonomy, metadata, writing standards, and Knowledge Management procedures.
• Review content for clarity, consistency, usability, accuracy, and compliance before publication.
• Resolve or coordinate article, permissions, workflow, publishing, and search issues; develop job aids, SOPs, templates, and training materials as needed.

Search Optimization and Self-Service

• Improve findability through effective metadata, keywords, tags, categories, and taxonomy.
• Analyze search behavior, user feedback, and content usage to identify improvement opportunities.
• Optimize content to improve search, self-service, knowledge reuse, ticket deflection, and first-contact resolution.

Metrics, Reporting, and Continuous Improvement

• Monitor metrics for article usage and quality, search effectiveness, feedback, compliance, contributions, and ticket deflection.
• Identify trends, recurring issues, and knowledge gaps; recommend improvements to governance, workflows, search, content organization, and user experience.
• Provide required status reports and performance metrics to program leadership and Government stakeholders.

Communication and Collaboration

• Communicate clearly with technical and non-technical audiences, simplifying complex information as needed.
• Collaborate with Service Desk, technical teams, SMEs, developers, administrators, and Government stakeholders.
• Provide training and guidance to authors and reviewers and coordinate cross-team Knowledge Management activities.

Required Skills/Experience:

• Must be a U.S. Citizen and successfully complete a Federal Government T2 Public Trust background check.
• Associate's degree or equivalent experience.
• Experience as a ServiceNow Knowledge Manager with ITSM, including permissions, workflows, reporting, and dashboards.
• Knowledge of taxonomy, content architecture, article templates, metadata, and search optimization.
• Strong technical writing, editing, SOP development, quality assurance, and documentation-control skills.
• Experience using AI-assisted tools for document creation and review.
• Five years of IT support, technical writing, or related experience, including one year in technical writing or documentation.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Working knowledge of ITIL-based IT Service Management practices.

Preferred Skills/Experience:

• Experience creating and managing ITSM knowledge articles.
• Understanding of Service Desk and enterprise IT operations.
• ServiceNow Certified Implementation Specialist - IT Service Management.
• ServiceNow Knowledge Management micro-certifications or accreditation.
• KCS, HDI Knowledge Management/Support Center, Certified Knowledge Manager, or equivalent certification.
• Exposure to enterprise IT operations, operating systems, and office automation applications.
• Experience supporting federal agencies.

Physical and/or Mental Qualifications::

• Effectively communicate with customers, stakeholders, and technical specialists.

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.

Salary Range: $75,000 - $85,000

The annual base salary range considers additional factors including, but not limited to, knowledge, skills, and abilities; relevant experience; education; certifications; and geographic location.

Inserso cares about the health and wellbeing of its employees and their families. In addition to base salary and dependent upon your employment status, Inserso provides a comprehensive benefits package, to include Health Insurance; Short and Long-Term Disability; Life and AD&D Insurance; 401(k); Company-Paid Holidays; and Paid Time Off (PTO) for vacation/personal matters.