[Hiring] ServiceNow Knowledge Management Consultant @Compucom

Role Description

Our client is looking for a qualified ServiceNow Knowledge Management Consultant to join their team in a remote role. This Consultant must be located in the Central or Eastern Time Zone.

• Partner with IT leaders and subject matter experts to capture processes, procedures, troubleshooting guidance, recurring issues, and other operational knowledge.
• Create, edit, standardize, and maintain knowledge articles within ServiceNow using established templates and standards.
• Analyze Service Desk case activity and recurring issues to identify knowledge gaps and opportunities for new content.
• Develop and maintain a prioritized Knowledge Management roadmap and content backlog based on business impact, support demand, and leadership priorities.
• Establish and reinforce practical governance for knowledge creation, review, approval, ownership, maintenance, and retirement.
• Facilitate working sessions with technical teams to efficiently capture knowledge when SMEs do not have the time or documentation expertise to create articles themselves.
• Provide management with visibility into knowledge priorities, content gaps, progress, and outstanding deliverables.
• Drive communication and coordination across IT and business units to improve alignment and adoption of Knowledge Management practices.
• Help establish sustainable processes and standards that can be maintained beyond the initial engagement.

Qualifications

• Minimum 5+ years of experience in Knowledge Management, IT Service Management, technical documentation, or a related discipline.
• Hands-on experience with ServiceNow Knowledge Management and ITSM.
• Experience developing knowledge articles and organizing content within ServiceNow.
• Demonstrated experience establishing or improving Knowledge Management processes and governance.
• Strong technical writing, interviewing, facilitation, and content-development skills.
• Ability to translate technical information into clear, actionable documentation for a variety of audiences.
• Experience working with Service Desk data and operational teams to identify recurring issues and knowledge needs.
• Strong project management and organizational skills, with the ability to manage a content roadmap and drive deliverables to completion.
• Confident, proactive communication style with the ability to diplomatically challenge stakeholders, create accountability, and keep initiatives moving forward.
• Experience supporting a newly implemented or evolving ServiceNow environment preferred.
• Knowledge of ITIL and/or KCS methodologies preferred.
• Experience within financial services or another regulated enterprise environment preferred.
• Self-directed knowledge management professional who combines ServiceNow expertise with strong consulting and relationship skills.
• Must be comfortable working across levels of the organization, proactively pursuing information and deliverables, and turning the knowledge residing within busy IT teams into a structured, searchable, and sustainable knowledge base.
• Must be both strategic and hands-on, with the confidence and initiative to engage busy technical teams, extract essential information, and drive documentation through completion.

Requirements

• The rate for this position is between $47.78 - $63.70 per hour, unless local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Disability plans
• Employee Assistance Program
• Paid holidays (up to 6 days annually)
• Paid time off (minimum of 10 days annually)
• Paid parental leave (minimum of 10 days annually)
• 401(k)
• FSA/HSA pre-tax benefits