๐จ Opportunity | ServiceNow Knowledge Management Lead โ Now Assist Readiness
Weโre 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.
๐ 100% Remote | International Project
๐ฃ๏ธ Fluent English is mandatory โ this role requires daily communication with global teams and stakeholders
๐ผ CLT employment
This role goes beyond traditional ServiceNow administration. Weโre looking for someone who can take ownership of Knowledge Management strategy, content governance, optimization, and AI readiness within a complex enterprise environment.
Youโll be responsible for:
๐ง Leading the cleanup and optimization of the ServiceNow knowledge base
๐ Reviewing outdated, duplicated, low-quality, or underused knowledge articles
๐ Identifying knowledge gaps through incidents, requests, search behavior, and user feedback
๐ท๏ธ Defining taxonomy, metadata, templates, ownership, review cycles, and retirement criteria
๐ค Preparing knowledge content for Now Assist, AI Search, Virtual Agent, and Employee Center
๐ Building metrics and dashboards to monitor knowledge health, usage, quality, and progress
๐ Establishing a sustainable Knowledge Management governance model
๐ค Working closely with technical SMEs, service owners, support teams, and global stakeholders
What weโre looking for:
โ๏ธ 5+ years of experience in Knowledge Management, ITSM, IT Operations, or Enterprise Support
โ๏ธ 3+ years of hands-on experience with ServiceNow
โ๏ธ Strong experience with ServiceNow Knowledge Management and ITSM
โ๏ธ Experience restructuring, cleaning, or governing enterprise knowledge bases
โ๏ธ Knowledge of Incident, Problem, Change, Request Fulfillment, and Service Catalog processes
โ๏ธ Strong technical writing and content simplification skills
โ๏ธ Ability to analyze ticket trends, article usage, search behavior, and knowledge gaps
โ๏ธ Strong stakeholder management and autonomy in complex environments
โ๏ธ Fluent English โ mandatory
โญ Nice to have: ServiceNow CSA, ITIL Foundation, KCS, Now Assist, AI Search, Virtual Agent, Employee Center, Performance Analytics, or experience in highly regulated environments.
๐ฉ Interested? Send me a message here on LinkedIn or contact me on WhatsApp: 11 96061-0233
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