ServiceNow Knowledge Management Sr Administrator KM Lead
ServiceNow Knowledge Management Sr Administrator KM Lead
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1 Vacancy
Job Description
Job Summary:
We are looking for a highly experienced and meticulous Senior ServiceNow Knowledge Management Administrator to oversee the day-to-day operations and continuous optimization of the Knowledge Management module within the ServiceNow platform. The ideal candidate will have 10 years of experience in IT Service Management with a specialized focus on knowledge curation taxonomy governance content lifecycle management and improvement of knowledge assets.
Key Responsibilities:
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Manage and maintain the ServiceNow Knowledge Management module as part of ongoing operational support.
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Oversee the curation of knowledge articles ensuring accuracy relevance consistency and compliance with organizational policies.
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Conduct regular reviews and audits of content to identify outdated redundant or underutilized knowledge assets.
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Work collaboratively with Subject Matter Experts (SMEs) and content owners to create update and retire knowledge articles.
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Define and enforce knowledge taxonomy metadata standards and categorization structures to improve content discovery and usability.
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Monitor user feedback analytics and search trends to support data-driven enhancements to knowledge content.
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Apply and manage governance policies including workflows for approvals publishing standards and access controls.
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Support compliance audits and generate reports related to knowledge management activities.
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Deliver training documentation and guidance for knowledge contributors and end users.
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Collaborate with ServiceNow developers and cross-functional teams to implement enhancements and resolve issues within the Knowledge module.
Required Qualifications:
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Bachelors degree in Information Systems Library Science Knowledge Management or a related field.
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10 years of experience in IT Service Management or knowledge management roles.
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3 years of hands-on experience administering ServiceNow Knowledge Management.
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Solid understanding of knowledge lifecycle management and best practices.
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Proven experience working with knowledge templates user feedback mechanisms and search optimization techniques.
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Familiarity with the ITIL framework and Knowledge-Centered Service (KCS) methodology.
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Strong communication documentation and stakeholder coordination skills.
Preferred Skills:
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ServiceNow Certified System Administrator or Certified Implementation Specialist Knowledge Management.
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Proficiency in using ServiceNow reporting and dashboard tools for knowledge analytics.
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Experience in customizing the Service Portal and enhancing user experience.
Employment Type
Full-time
