ServiceNow Knowledge Management Specialist

Responsibilities

• Knowledge Consolidation & Migration
• Assess and inventory existing knowledge content across multiple legacy repositories (intranet knowledge tools, shared drives, wikis, team notebooks, and standalone documents).
• Migrate, rewrite, and reorganize legacy articles into ServiceNow Knowledge Management, improving clarity, accuracy, and findability.
• Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of truth.
• Knowledge Governance & Taxonomy
• Define and enforce knowledge article taxonomy, metadata standards, and content templates.
• Establish clear ownership models, audience definitions, and review/update cadences for each article type.
• Build and maintain governance standards that distinguish between knowledge articles, runbooks, and other documentation types.
• Support quality scoring and audit processes to keep content accurate over time, avoiding large periodic cleanup efforts in favor of continuous maintenance.
• Content Authoring & SME Partnership
• Partner with subject matter experts and engineers through interviews, workshops, and shadowing to capture tribal knowledge.
• Write clear, structured, and actionable knowledge articles and troubleshooting guides designed for rapid issue resolution.
• Support inline feedback and continuous-update workflows so knowledge stays current as part of normal operations, not as a separate project.
• Cross-Functional Alignment
• Coordinate with ITSM process teams to clarify boundaries between knowledge articles, operational runbooks, and business continuity documentation.
• Partner with configuration management (CMDB) stakeholders to reduce redundant documentation and leverage existing structured data where possible.
• Support integration efforts to strengthen the linkage between knowledge content and incident/request workflows.

Requirements

• Required
• 3+ years of experience in knowledge management, technical writing, or ITSM-related content roles.
• Hands-on experience with ServiceNow, including the Knowledge Management module.
• Demonstrated experience consolidating or migrating content from multiple source systems into a single platform.
• Strong technical writing skills with a portfolio of knowledge articles, SOPs, or similar structured content.
• Experience designing or applying taxonomy, metadata, and content governance standards.
• Comfortable interviewing SMEs and translating technical, undocumented knowledge into clear written content.
• Preferred
• Familiarity with Knowledge-Centered Service (KCS) methodology or certification.
• ITIL v3/v4 Foundation certification or equivalent ITSM experience.
• Experience distinguishing knowledge articles from runbooks and operational documentation.
• Exposure to CMDB concepts and how configuration data can reduce documentation duplication.
• Experience in regulated, mission-critical, or high-availability operational environments.
• Core Skills & Competencies
• Knowledge management lifecycle and content governance
• ServiceNow Knowledge Management module proficiency
• Taxonomy, metadata, and template design
• Technical writing for self-service and rapid resolution
• SME interviewing and tribal knowledge capture
• Content migration and large-scale repository consolidation
• Cross-team collaboration with ITSM, engineering, and operations stakeholders
• Success Measures
• Reduction in duplicate or outdated knowledge content across consolidated repositories.
• Improved article quality, usage, and deflection metrics.
• Clear, documented ownership and review cadence for all knowledge content.
• Stronger linkage between knowledge articles and incident/request resolution.
• Sustainable, continuous-update model that avoids large periodic cleanup efforts.
• Salary Range

Benefits

Additional Information

Role Summary: We are seeking ServiceNow Knowledge Management Specialists to support a large-scale knowledge consolidation and governance initiative for an enterprise IT organization. This role goes beyond traditional technical writing: candidates will help unify knowledge currently scattered across multiple legacy repositories into a single, governed source of truth within ServiceNow, while establishing the taxonomy, ownership model, and review processes needed to keep it accurate and current long term. The ideal candidate has hands-on experience with ServiceNow Knowledge Management, understands Knowledge-Centered Service (KCS) principles, and is comfortable interviewing subject matter experts to convert tribal knowledge into structured, reusable content. This is a content governance and migration role as much as it is a writing role.

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Company Intel

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