Knowledge Management Specialist (contract)

Why PlayStation

PlayStation isnt just the Best Place to Play its also the Best Place to Work. Today were recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5 PlayStation4 PlayStationVR PlayStationPlus acclaimed PlayStation software titles from PlayStation Studios and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation technology and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment a wholly-owned subsidiary of Sony Group Corporation.

Knowledge Management Specialist (contract)
Remote USA*

About the Role

We are seeking a proactive and detail-oriented Knowledge Management Specialist to support the development implementation and continuous improvement of our global knowledge management strategy. This role is critical in ensuring the effective use of ServiceNow as our central knowledge platform enhancing self-service capabilities and improving service delivery outcomes across the organization.

You will be responsible for managing day-to-day operational KM tasks driving content quality and adoption and collaborating with internal stakeholders and content owners to manage knowledge operations monitor performance metrics and drive continuous improvement efforts aligned with organizational goals.

Key Responsibilities

Knowledge Management Operations

• Administer and maintain knowledge bases within ServiceNow ensuring compliance with KM processes governance and lifecycle standards.

• Monitor article performance usage trends and feedback to inform content improvements and identify knowledge gaps.

• Coordinate regular reviews of articles with content owners to improve accuracy relevance and usability.

• Support training and onboarding of knowledge contributors and users.

• Ensure taxonomy tagging and metadata standards are consistently applied.

Stakeholder Engagement

• Act as a point of contact for knowledge contributors and help facilitate training and support.

• Partner with service teams to encourage adoption of KM best practices.

• Organize and lead knowledge review sessions and governance forums with content owners.

• Provide data-driven insights and recommendations to improve adoption quality and user satisfaction.

ServiceNow Expertise

• Support enhancements integrations and automation opportunities related to knowledge management.

• Participate in UAT (user acceptance testing) and feedback loops for KM-related ServiceNow updates.

Continuous Improvement

• Track and report on key KM metrics and KPIs (e.g. article reuse rate deflection rate contributor activity).

• Generate reports and dashboards to track key KM performance indicators (e.g. article usage deflection rate contribution metrics).

• Identify process improvement opportunities and contribute to the evolution of the KM strategy.

• Stay current with KM industry trends best practices and innovations to bring new ideas into the organization.

Qualifications

Required:

• Bachelors degree in Information Management Library Science Business IT or related field.

• 5 years of experience in a Knowledge Management role preferably in a global or enterprise environment.

• Strong hands-on experience with ServiceNow Knowledge Management.

• Demonstrated success in stakeholder engagement and cross-functional collaboration.

• Excellent communication facilitation and interpersonal skills.

• Analytical mindset with experience using data to drive decisions and improvements.

Preferred:

• Exposure to change management organizational learning or user experience (UX) principles.

• Experience with ServiceNow EC Pro particularly in supporting knowledge management processes content lifecycle workflows and user engagement strategies.

*SIE can not accommodate remote work in the following states: Alaska Hawaii Montana Idaho Wyoming and North Dakota

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity gender expression and gender reassignment) race (including colour nationality ethnic or national origin) religion or belief marital or civil partnership status disability age sexual orientation pregnancy maternity or parental status trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.