KNOWLEDGE MANAGER – SERVICENOW EXPERTISE

Overview

Govern creation, publication, and maintenance of GN knowledge articles. Implement KCS practices and coach teams on proper article creation. Improve ServiceNow Knowledge usability, taxonomy, and searchability. Ensure knowledge content supports shift-left strategies and reduces ticket volume. Collaborate with SMEs to develop technical and end-user documentation. Maintain quality standards and version control for knowledge content. Support portal content integration, FAQs, and self-service components.

Responsibilities

• Govern creation, publication, and maintenance of GN knowledge articles.
• Implement KCS practices and coach teams on proper article creation.
• Improve ServiceNow Knowledge usability, taxonomy, and searchability.
• Ensure knowledge content supports shift-left strategies and reduces ticket volume.
• Collaborate with SMEs to develop technical and end-user documentat...