Knowledge Manager, ServiceNow HRSD

Description

Remote

Our client seeks a Knowledge Manager to own strategy, governance, and quality of HR knowledge across employee, agent, and policy knowledge bases within ServiceNow HRSD. The role partners with COEs, People Experience, HR Shared Services, program leadership, and intranet teams to maintain a cohesive content ecosystem that powers Now Assist, AI Search, Virtual Agent, and agentic AI workflows. The position focuses on standards, taxonomy, metadata, and content design that improve AI accuracy, self-service adoption, and employee trust. The work includes analytics-driven optimization, cross-functional coordination, and continuous improvement of knowledge performance.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $75.00 to $85.00/hr. w2

Responsibilities

Own the strategy and full content lifecycle across employee, agent, and policy knowledge bases with clear ownership, SLAs, and audit trails.Develop and enforce global standards for governance, taxonomy, metadata, templates, accessibility, tone, and style.Define article design standards for human readability and AI consumption and establish change management protocols tied to policy and service updates.Ensure content is optimized for Now Assist for Search and agentic AI workflows, including structure, metadata, and accuracy.Monitor AI Search relevance and performance and partner with platform teams to surface gaps and improve discoverability and deflection.Own standards for knowledge blocks, structured fields, and metadata tagging and evaluate third-party AI tools for gap analysis and continuous improvement.Partner with COEs, Service Owners, and Service Delivery Leads to keep content current, close knowledge gaps, and maintain accuracy of Employee Service Center widget content.Collaborate with the intranet team to eliminate duplication and deliver a coherent, channel-agnostic content experience and prepare content for releases and enhancements.Monitor performance metrics such as search success, deflection, AI response accuracy, and feedback and define and track KPIs for reporting.

Experience Requirements

Deep familiarity with ServiceNow HRSD knowledge management, knowledge bases, article types, knowledge blocks, versioning, and user criteria from a governance perspective.Demonstrated ability to build and maintain content standards, style guides, and governance frameworks in a large, matrixed environment.Strong writing, editing, and content design skills with ability to simplify complex HR topics for employee and agent audiences.Working familiarity with Now Assist for HR, including generative AI search, case summarization, and agentic AI workflows, with understanding of content quality impacts.Understanding of NLU, metadata, and structured content design principles that improve AI Search relevance accuracy.Comfort evaluating and using third-party AI tools for content gap analysis, quality scoring, or knowledge health monitoring.Strong cross-functional collaboration across COEs, HR Operations, product and platform teams, and enterprise content organizations with intranet or multi-channel experience.Analytical ability to interpret knowledge performance data and translate insights into prioritized, actionable improvements.Project management discipline for content calendars, review cycles, and release-aligned publishing with familiarity with HR policy domains and compliance requirements.5+ years in HR Operations, Knowledge Management, HR Communications, or HRIS/HR technology roles.2+ years with ServiceNow HRSD in knowledge management, taxonomy design, content lifecycle operations, and governance (strongly preferred; comparable enterprise HRSD platform experience considered).1+ year working with Now Assist for HR, AI Search, or Virtual Agent in a governance, oversight, or optimization capacity.

Education Requirements