ITSM Knowledge Manager(Servicenow)

Role-ITSM Knowledge Manager (ServiceNow) Location: Santa Clara, CA (Onsite)

Job Description: Role Overview:

We are seeking an experienced ITSM Knowledge Manager with hands-on expertise in ServiceNow Knowledge Management to join our IT Operations team onsite in Santa Clara. The ideal candidate will own the end-to-end knowledge lifecycle ensuring that accurate, relevant, and accessible knowledge articles are available to end users and IT support teams. This role is pivotal in improving self-service adoption, reducing incident resolution times, and ensuring that IT services run efficiently.

Key Responsibilities

• ** MUST HAVE KNOWLEDGE MANAGEMENT EXPERIENCE***
• Knowledge Strategy & Governance
• Define and implement knowledge management best practices aligned with ITIL standards.
• Establish governance processes for knowledge article creation, review, approval, and retirement.
• ServiceNow Knowledge Management Administration
• Configure, maintain, and optimize the ServiceNow Knowledge Base to ensure ease of use and accessibility.
• Implement knowledge workflows, templates, and approval processes within ServiceNow.
• Manage user roles, permissions, and access controls for the Knowledge module.
• Content Management & Quality Assurance
• Collaborate with IT support teams to capture, document, and publish accurate technical solutions.
• Ensure articles meet quality standards (readability, accuracy, tagging, metadata).
• Perform periodic audits of existing articles to remove outdated or duplicate content.
• Enablement & Adoption
• Conduct knowledge management training for IT support staff and end users.
• Promote self-service portal usage and improve searchability of solutions.
• Gather feedback from stakeholders to continuously enhance knowledge content and structure.
• Performance Tracking & Reporting
• Monitor knowledge usage analytics, deflection rates, and article feedback in ServiceNow.
• Provide regular reports to leadership on knowledge base health and performance.

Required Qualifications

• Education: Bachelor s degree in information technology, Computer Science, or related field (or equivalent experience).
• Experience:
• 5+ years in IT Service Management or Knowledge Management.
• 3+ years of hands-on ServiceNow Knowledge Management module experience.
• Strong familiarity with ITIL v4 processes (especially Incident, Problem, and Change Management).
• Skills:
• Proficiency in configuring and managing ServiceNow Knowledge Base.
• Excellent written and verbal communication skills.
• Ability to create structured, easy-to-understand technical documentation.
• Strong analytical skills to measure content effectiveness and improve usability.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Knowledge Management Micro-Certification.
• ITIL v4 Foundation Certification.
• Experience with enterprise-level ITSM environments and large user bases.
• Knowledge of search optimization techniques for ServiceNow.