ServiceNow Knowledge Manager — Governance & Self-Service

Inserso Corporation; Washington; On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Short-term disability

Long-term disability

Life and AD&D insurance

401(k) plan

Company-paid holidays

Paid time off

Job summary

Inserso Corporation is seeking a ServiceNow Knowledge Manager to support a government client in Washington, DC. The role oversees governance, administration, quality, and continuous improvement of Knowledge Management, ensuring content is accurate, current, searchable, accessible, and compliant.

The KM collaborates with Service Desk, technical teams, knowledge authors, ServiceNow support staff, and Government stakeholders to improve knowledge reuse, self-service, and enterprise practices.

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 ServiceNow knowledge bases, categories, taxonomy, templates, metadata, and lifecycle settings.
• Content Quality and Lifecycle Management: Ensure articles are accurate, current, relevant, complete, and standards-compliant.
• Knowledge Author and Contributor Support: Guide authors on templates, taxonomy, metadata, writing standards, and Knowledge Management procedures.
• Search Optimization and Self-Service: Improve findability through metadata, keywords, tags, and taxonomy.
• Metrics, Reporting, and Continuous Improvement: Monitor metrics for article usage, search effectiveness, and compliance.
• Communication and Collaboration: Collaborate with teams and stakeholders; provide training and guidance.

Skills

Knowledge management

Technical writing

ITSM

SOP development

AI-assisted tooling

Education

Associate's degree or equivalent experience

Tools

ServiceNow

Dashboards

Metadata management

Job description

Inserso Corporation is seeking a ServiceNow Knowledge Manager to support a government client in Washington, DC. The role oversees governance, administration, quality, and continuous improvement of Knowledge Management, ensuring content is accurate, current, searchable, accessible, and compliant.

The KM collaborates with Service Desk, technical teams, knowledge authors, ServiceNow support staff, and Government stakeholders to improve knowledge reuse, self-service, and enterprise practices.