Intern - IT Service Delivery
About The Position
The New York Independent System Operator (NYISO) is seeking an IT Service Delivery Intern to support an initiative focused on improving the quality, consistency, and usability of ServiceNow Knowledge Base content. The intern will help prepare knowledge articles for AI-assisted search, summarization, and self-service experiences while establishing practical standards for continued content quality. Working with ServiceNow platform specialists, article owners, and subject matter experts, the intern will evaluate existing content, improve article structure and findability, and help define a repeatable governance process. Depending on priorities and available capacity, the intern may also support related ServiceNow data-quality, configuration management, lifecycle, automation, or reporting initiatives.
Requirements
- Currently pursuing a degree in Information Systems, Computer Science, or a related discipline.
- Strong analytical, research, writing, editing, and information-organization skills.
- Ability to translate technical information into clear, concise, task-focused documentation.
- Strong attention to detail and commitment to content quality.
- Interest in IT service management, knowledge management, data governance, configuration management, enterprise platforms, or AI-enabled self-service.
- Professional communication skills and willingness to engage with subject matter experts.
- Ability to organize work, follow through on assignments, and incorporate feedback.
- Ability to work independently while contributing to a collaborative team.
Nice To Haves
- Coursework or experience with ServiceNow, CMDB, ITIL, reporting, data quality, or generative AI is helpful but not required.
Responsibilities
- Assess the current ServiceNow Knowledge Base and establish an AI-readiness baseline.
- Evaluate knowledge articles for ownership, currency, completeness, structure, metadata, audience, duplication, formatting, and clear resolution steps.
- Develop a reusable knowledge article template, quality checklist, and authoring guidance.
- Identify stale, duplicate, incomplete, poorly structured, or low-value articles.
- Coordinate with article owners and subject matter experts to improve high-value content.
- Review categories, metadata, keywords, naming conventions, and linking practices to improve findability.
- Recommend a governance process for article intake, review, certification, maintenance, retirement, and accountability.
- Document findings, content risks, quality indicators, and a prioritized remediation backlog.
- Support stakeholder working sessions, content validation, testing, and knowledge transfer.
- Assist with related ServiceNow Knowledge Management, CMDB, reporting, attestation, lifecycle, automation, or workspace initiatives as assigned.
- Prepare documentation, recommendations, dashboards, or presentations for IT stakeholders.
Benefits
- The NYISO offers the flexibility to work both in the office and remotely, providing our employees with an enhanced work life balance.
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What This Job Offers
Career Level
Intern
Education Level
No Education Listed
