🚨 Opportunity | ServiceNow Knowledge Management Lead – Now Assist Readiness
We’re looking for a Senior ServiceNow Knowledge Management professional to join a global project focused on preparing and evolving the ServiceNow knowledge ecosystem for Now Assist and AI-enabled experiences.
🌎 100% Remote | International Project
🗣️ Fluent English is mandatory — this role requires daily communication with global teams and stakeholders
💼 CLT employment
This role goes beyond traditional ServiceNow administration. We’re looking for someone who can take ownership of Knowledge Management strategy, content governance, optimization, and AI readiness within a complex enterprise environment.
You’ll be responsible for:
🧠 Leading the cleanup and optimization of the ServiceNow knowledge base
📚 Reviewing outdated, duplicated, low-quality, or underused knowledge articles
🔎 Identifying knowledge gaps through incidents, requests, search behavior, and user feedback
🏷️ Defining taxonomy, metadata, templates, ownership, review cycles, and retirement criteria
🤖 Preparing knowledge content for Now Assist, AI Search, Virtual Agent, and Employee Center
📊 Building metrics and dashboards to monitor knowledge health, usage, quality, and progress
🔄 Establishing a sustainable Knowledge Management governance model
🤝 Working closely with technical SMEs, service owners, support teams, and global stakeholders
What we’re looking for:
✔️ 5+ years of experience in Knowledge Management, ITSM, IT Operations, or Enterprise Support
✔️ 3+ years of hands-on experience with ServiceNow
✔️ Strong experience with ServiceNow Knowledge Management and ITSM
✔️ Experience restructuring, cleaning, or governing enterprise knowledge bases
✔️ Knowledge of Incident, Problem, Change, Request Fulfillment, and Service Catalog processes
✔️ Strong technical writing and content simplification skills
✔️ Ability to analyze ticket trends, article usage, search behavior, and knowledge gaps
✔️ Strong stakeholder management and autonomy in complex environments
✔️ Fluent English — mandatory
⭐ Nice to have: ServiceNow CSA, ITIL Foundation, KCS, Now Assist, AI Search, Virtual Agent, Employee Center, Performance Analytics, or experience in highly regulated environments.
📩 Interested? Send me a message here on LinkedIn or contact me on WhatsApp: 11 96061-0233
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