ServiceNow Knowledge Manager — Governance & Self‑Service

Inserso Corporation; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

Inserso Corporation seeks a ServiceNow Knowledge Manager to oversee governance, administration, quality, and continuous improvement of Knowledge Management for a government client in Washington, DC. The role partners with Service Desk, technical teams, knowledge authors, and Government stakeholders to improve knowledge reuse and self-service.

Responsibilities include policy enforcement, taxonomy standards, lifecycle management, and metadata-driven search optimization to enhance content

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.
• ServiceNow Knowledge Base Administration: Administer knowledge bases, categories, taxonomy, templates, metadata, and lifecycle settings.
• Content Quality and Lifecycle Management: Ensure articles are accurate, current, relevant, and standards-compliant.
• Knowledge Author and Contributor Support: Guide authors on templates, taxonomy, metadata, writing standards, and procedures.
• Search Optimization and Self-Service: Improve findability through metadata, keywords, tags, categories, and taxonomy.
• Metrics, Reporting, and Continuous Improvement: Monitor usage, quality, and ticket deflection; report to leadership.
• Communication and Collaboration: Coordinate with Service Desk, SMEs, developers, and Government stakeholders.
• Provide training and guidance to authors and reviewers; coordinate cross-team Knowledge Management activities.

Skills

ServiceNow KM

ITSM

Technical writing

Metadata & taxonomy

AI-assisted tools

Office suite

Collaboration

Governance & process

Education

Associate's degree or equivalent

Tools

ServiceNow

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Inserso Corporation seeks a ServiceNow Knowledge Manager to oversee governance, administration, quality, and continuous improvement of Knowledge Management for a government client in Washington, DC. The role partners with Service Desk, technical teams, knowledge authors, and Government stakeholders to improve knowledge reuse and self-service.

Responsibilities include policy enforcement, taxonomy standards, lifecycle management, and metadata-driven search optimization to enhance content