Knowledge Management Specialist

Knowledge Management Specialist (contract)

US- Remote 

We are seeking a proactive and detail-oriented Knowledge Management Specialist to support the development, implementation, and continuous improvement of our global knowledge management strategy. This role is critical in ensuring the effective use of ServiceNow as our central knowledge platform, enhancing self-service capabilities, and improving service delivery outcomes across the organization. 

You will be responsible for managing day-to-day operational KM tasks, driving content quality and adoption, and collaborating with internal stakeholders and content owners to manage knowledge operations, monitor performance metrics, and drive continuous improvement efforts aligned with organizational goals. 

Key Responsibilities 

Knowledge Management Operations 

• Administer and maintain knowledge bases within ServiceNow, ensuring compliance with KM processes, governance, and lifecycle standards. 

• Monitor article performance, usage trends, and feedback to inform content improvements and identify knowledge gaps. 

• Coordinate regular reviews of articles with content owners to improve article accuracy, relevance, and usability. 

• Support training and onboarding of knowledge contributors and users. 

• Ensure taxonomy, tagging, and metadata standards are consistently applied. 

Stakeholder Engagement 

• Act as a point of contact for knowledge contributors and help facilitate training and support. 

• Partner with service teams to encourage adoption of KM best practices. 

• Organize and lead knowledge review sessions and governance forums with content owners. 

• Provide data-driven insights and recommendations to improve adoption, quality, and user satisfaction. 

ServiceNow Expertise 

• Support enhancements, integrations, and automation opportunities related to knowledge management. 

• Participate in UAT (user acceptance testing) and feedback loops for KM-related ServiceNow updates. 

Continuous Improvement 

• Track and report on key KM metrics and KPIs (e.g., article reuse rate, deflection rate, contributor activity). 

• Generate reports and dashboards to track key KM performance indicators (e.g., article usage, deflection rate, contribution metrics). 

• Identify process improvement opportunities and contribute to the evolution of the KM strategy. 

• Stay current with KM industry trends, best practices, and innovations to bring new ideas into the organization. 

Qualifications 

Required: 

• Bachelor’s degree in Information Management, Library Science, Business, IT, or related field. 

• 5+ years of experience in a Knowledge Management role, preferably in a global or enterprise environment. 

• Strong hands-on experience with ServiceNow Knowledge Management. 

• Demonstrated success in stakeholder engagement and cross-functional collaboration. 

• Excellent communication, facilitation, and interpersonal skills. 

• Analytical mindset with experience using data to drive decisions and improvements. 

Preferred: 

• Exposure to change management, organizational learning, or user experience (UX) principles. 

• Experience with ServiceNow EC Pro, particularly in supporting knowledge management processes, content lifecycle workflows, and user engagement strategies.