IT Intern - Knowledge Management

Ascension

3d • $17 - $24 • Remote

About The Position

The Internship Program with Ascension is designed to provide hands-on, real-world experience within a large healthcare IT environment. Interns gain meaningful exposure to enterprise processes while contributing to initiatives that improve the digital experience for associates and the services delivered to those we serve.
Ascension’s objective is to foster a working and learning environment where interns can build practical skills, apply academic learning, and develop competencies that prepare them for future professional roles and potential careers with Ascension.
As a Knowledge Management Intern, you will be embedded within the Knowledge Management Process Team, supporting two strategic initiatives: Knowledge Quality Improvement and the Level 0 (Tier 0) Self-Service Strategy. Your work will directly contribute to improving the accuracy, consistency, and usability of knowledge content that powers AI-driven search, portals, and self-service experiences in ServiceNow.
This role provides exposure to how high-quality knowledge enables self-service, reduces support demand, and improves overall service performance across the organization.
As a Knowledge Management Intern, you will participate in initiatives focused on improving knowledge quality and strengthening self-service support capabilities.

Requirements

• High school diploma equivalency OR Enrolled in accredited program specific to discipline required.

Nice To Haves

• Currently enrolled in a Bachelor’s degree program in one of the following or a related field: Information Systems Business Healthcare Informatics Technical Communication or Linguistics Computer Science Data, Technology, or Operations-related disciplines
• Content & Analytical Skills: Strong attention to detail, ability to evaluate written content for clarity, accuracy, and usability
• Systems Exposure: Familiarity with knowledge bases, portals, or ticketing systems (e.g., ServiceNow) preferred
• Data Comfort: Ability to work with basic metrics, spreadsheets, or dashboards to interpret trends and findings
• Communication: Clear written and verbal communication skills; ability to document findings and summarize insights
• Work Style: Self-motivated learner who can work independently, follow standards, and take initiative to improve processes
• Problem-Solving: Interest in improving user experience, operational efficiency, and self-service effectiveness

Responsibilities

• Review and assess knowledge articles for accuracy, clarity, structure, and readability
• Apply standardized templates, style guidelines, and metadata to ensure consistency across knowledge domains
• Identify outdated, duplicate, or low-quality content and document recommendations for remediation or retirement
• Support Quality Review Audits (QRA) by evaluating articles against defined quality standards and tracking improvement actions
• Assist in identifying high-volume or common support inquiries that should be addressed through self-service knowledge
• Validate that knowledge articles enable true issue resolution without requiring ticket submission
• Improve article titles, summaries, and keywords to enhance AI-powered search relevance and findability
• Test self-service content from an end-user perspective to identify friction points in portals and navigation paths
• Review article usage data, feedback, and search behavior to identify trends and improvement opportunities
• Help document before-and-after quality improvements and their impact on self-service effectiveness
• Contribute to reports or summaries supporting knowledge quality and Level 0 performance discussions
• Partner with knowledge owners and subject matter experts to clarify content and capture undocumented knowledge
• Assist in documenting knowledge standards, contributor guidance, and governance expectations
• Support preparation of reference materials or job aids related to knowledge quality and self-service adoption
• Collaborate with team members and stakeholders to understand knowledge standards, quality expectations, and self-service goals
• Evaluate knowledge articles and supporting data to identify gaps, risks, and improvement opportunities
• Assist in implementing improvements aligned to knowledge quality frameworks and Level 0 strategy
• Participate in continuous improvement cycles, audits, and feedback loops to strengthen the knowledge lifecycle

Benefits

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options
• Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance
• Time to recharge: pro-rated paid time off (PTO) and holidays
• Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning
• Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources
• Family support: parental leave, adoption assistance and family benefits
• Other benefits: optional legal and pet insurance, transportation savings and more

What This Job Offers

• Job Type: Full-time
• Career Level: Intern
• Education Level: High school or GED