ServiceNow Knowledge Manager

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Job Title: ServiceNow Knowledge Manager

Location: Preferred candidates will be based in Miami, FL or Arkansas

Job-Type: Contract

Referral Bonus: +/- $100/Month

Position Overview:

Gravity is actively ServiceNow Knowledge Manager to join a high-impact team supporting the expansion of a ServiceNow platform implementation, with a strong emphasis on enhancing self-service capabilities through AI-driven knowledge management. This individual will take full ownership of the accuracy, completeness, and governance of IT and enterprise knowledge content, driving cross-functional efforts to establish and sustain an effective, scalable knowledge management framework.

Key Responsibilities:

• Own the end-to-end strategy, execution, and maintenance of IT and cross-functional knowledge bases to ensure completeness, accuracy, and usability.
• Evaluate current knowledge assets and frameworks, designing a go-forward strategy aligned with existing ServiceNow HRSD implementation decisions.
• Develop a phased self-service approach aligned to project phases and organizational goals.
• Define and implement taxonomy and content organization structures for knowledge bases and IT services across internal portals.
• Collaborate with cross-functional teams to gather, author, revise, and standardize content, enabling seamless integration with AI capabilities and platform-driven self-service.
• Establish and implement a sustainable operational governance model for ongoing content review, updates, and lifecycle management.
• Lead knowledge-related change management efforts across departments to support adoption and maintain alignment with strategic goals.

Required Skills and Experience:

• Proven experience with ServiceNow Knowledge Management, specifically within HRSD, ITSM, and CSM modules.
• Deep understanding of knowledge management principles and best practices, including taxonomy development and content lifecycle governance.
• Strong change management and stakeholder engagement skills.
• Experience driving cross-functional collaboration in enterprise environments.
• Ability to work independently and proactively in a fast-paced, evolving environment.

Preferred Qualifications:

• ServiceNow certifications in HRSD, ITSM, or CSM (preferred but not required with equivalent experience).
• Experience supporting knowledge initiatives tied to AI or self-service transformation projects.

Education:

• Bachelor’s degree in Information Management, Computer Science, Business Administration, or a related field; or equivalent experience.

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