Senior Consultant ServiceNow Knowledge Management

Cargill • Wayzata, MN

5d

About The Position

The Senior Consultant ServiceNow Knowledge Management has deep expertise of ServiceNow Knowledge Management platform and owns the quality, accuracy, governance, discoverability, and effectiveness of knowledge assets across the ServiceNow platform, enabling consistent knowledge experiences and self-service capabilities across multiple functions and cross-functional business processes, including IT, HR, Finance, Procurement, and other enterprise service areas. This role partners closely with the OCM (Organizational Change Management) Lead on adoption efforts, training updates, and broader enablement strategies.

Requirements

• Minimum requirement of 4 years of relevant work experience.
• Typically reflects 5 years or more of relevant experience
• Bachelor’s degree in Business, Information Systems, Knowledge Management, or a related field
• Experience supporting ServiceNow Knowledge Management platform
• Experience developing and implementing knowledge governance standards, content lifecycle processes, and knowledge management best practices

Nice To Haves

• Experience supporting ServiceNow Knowledge Management, Employee Center, AI Search, or Virtual Agent capabilities
• Experience leading or supporting enterprise knowledge management programs and governance frameworks
• Experience developing knowledge taxonomies, metadata standards, and information architecture
• Experience supporting employee self-service, digital employee experience, or service delivery transformation initiatives
• Knowledge-Centered Service (KCS) certification or experience applying KCS methodologies

Responsibilities

• AI & SEARCH OPTIMIZATION: Partners with AI Search, Virtual Agent, Employee Center, and platform teams to improve content discoverability, search relevance, knowledge reuse, and AI-powered employee experiences through effective knowledge architecture and content standards.
• CONTENT QUALITY & CONTINUOUS IMPROVEMENT: Monitors content health, article quality, user feedback, and search performance to identify improvement opportunities, facilitate regular content reviews, and drive continuous enhancement of the knowledge base and user experience.
• STAKEHOLDER COLLABORATION & CHANGE ENABLEMENT: Collaborates with product managers, platform owners, service owners, support teams, and business stakeholders to identify knowledge gaps, prioritize content development, and provide coaching and training on knowledge management standards and Knowledge-Centered Service (KCS) practices to promote organizational adoption.
• REPORTING & ANALYTICS: Develops and maintains dashboards and performance metrics that measure knowledge effectiveness, including article usage, search success, self-service adoption, case deflection, content health, and customer satisfaction, providing data-driven recommendations to improve outcomes.
• PROCESS OPTIMIZATION: Identifies and implements opportunities to improve knowledge management processes, workflows, automation, and platform integrations to increase operational efficiency, strengthen governance, and enhance the overall employee experience.

Benefits

• medical and/or other benefits dependent on the position offered and hours worked
• Minnesota Sick and Safe Leave accruals of one hour for every 30 worked, up to 48 hours per calendar year unless otherwise provided by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior