ServiceNow Business Analyst (Knowledge Management Center)

Atlas • New York, NY

3d

About The Position

We are seeking a ServiceNow Experience and Content Analyst to improve the colleague experience across the ServiceNow Knowledge Center and related self-service channels. This role will serve as a bridge between colleagues, knowledge owners, support teams, and the ServiceNow platform team. The analyst will gather and analyze colleague feedback, identify recurring themes and experience gaps, engage directly with users to understand their needs, and translate those insights into practical content, process, and platform improvements. The ideal candidate combines strong analytical and communication skills with experience in ServiceNow Knowledge Management, content strategy, user research, and continuous improvement. This person should be curious, empathetic, and comfortable using both qualitative feedback and quantitative data to make the Knowledge Center easier to navigate, search, understand, and use.

Requirements

• Experience as an Experience Analyst, Content Analyst, Knowledge Management Analyst, ServiceNow Business Analyst, UX Researcher, or similar role.
• Experience working with ServiceNow Knowledge Management, Employee Center, self-service, ITSM, or related capabilities.
• Strong ability to analyze qualitative and quantitative feedback and turn findings into clear, actionable recommendations.
• Experience conducting colleague or user interviews, surveys, focus groups, workshops, and journey-mapping activities.
• Understanding of content strategy, information architecture, taxonomy, metadata, search optimization, and content lifecycle management.
• Ability to evaluate content from the user's perspective and improve its clarity, consistency, accessibility, and usefulness.
• Experience using search analytics, article analytics, feedback data, support trends, or experience metrics to identify opportunities.
• Strong writing, editing, facilitation, presentation, and stakeholder-management skills.
• Ability to communicate effectively with colleagues, content owners, business leaders, technical teams, and operational stakeholders.
• Experience translating experience insights into requirements, user stories, acceptance criteria, and prioritized improvement backlogs.
• Ability to work independently, navigate ambiguity, and move opportunities from discovery through recommendation, implementation, and measurement.

Nice To Haves

• Familiarity with ServiceNow Intelligent Search, Now Assist, GenAI, or similar AI-enabled knowledge capabilities is desirable.
• ServiceNow certifications, such as Certified System Administrator or related credentials, are preferred.
• Experience in the pharmaceutical, biotechnology, or broader life sciences industry is preferred.

Responsibilities

• Collect and analyze colleague feedback from surveys, support interactions, interviews, focus groups, search data, and other listening channels.
• Identify recurring themes, pain points, unmet needs, and emerging trends across the ServiceNow Knowledge Center and self-service experience.
• Engage directly with colleagues to understand their goals, behaviors, and challenges when searching for information or requesting support.
• Translate colleague feedback into clear, prioritized recommendations for content, navigation, search, process, and platform improvements.
• Assess knowledge articles for clarity, accuracy, usefulness, readability, consistency, accessibility, and alignment with colleague needs.
• Recommend improvements to knowledge structure, taxonomy, metadata, tagging, templates, and content standards to increase findability and usability.
• Analyze search terms, failed searches, article usage, feedback scores, case deflection, and other experience metrics to identify improvement opportunities.
• Partner with knowledge owners and subject-matter experts to create, revise, consolidate, archive, and maintain high-quality content.
• Map colleague journeys and identify friction across the Knowledge Center, Employee Center, service catalog, and related support experiences.
• Develop colleague personas, journey maps, feedback summaries, experience insights, and actionable improvement plans.
• Facilitate interviews, workshops, listening sessions, and content reviews with colleagues and stakeholders.
• Partner with Knowledge Management, Service Desk, IT, ServiceNow administrators, developers, communications teams, and business stakeholders.
• Support knowledge governance, including ownership, review cycles, approval processes, quality standards, and content lifecycle management.
• Create user stories, business requirements, acceptance criteria, and recommendations for ServiceNow enhancements.
• Support testing and validation to confirm that changes address colleague needs and improve the overall experience.
• Evaluate how knowledge content supports ServiceNow search, Intelligent Search, Now Assist, GenAI, and other AI-enabled capabilities.
• Establish and monitor experience and content performance measures, reporting progress and recommending further improvements.
• Promote a colleague-centered, data-informed approach to the ongoing development of the ServiceNow Knowledge Center.

Benefits

• Opportunity: Atlas has deep roots in the life sciences industry and a strong reputation for providing high-quality consultants.
• Meaningful work: You will help clients improve the colleague experience while supporting their patient-first missions.
• Culture: We are proactive, highly accountable, collaborative, and high-touch.
• Stability: Atlas has delivered exceptional consulting talent for more than 23 years.
• Strong client relationships: Our clients depend on us to build strategic teams that deliver measurable outcomes.
• Career development: Our consultants average more than 2.5 years with Atlas, with many remaining for more than seven years.
• Dedicated support: You will have an experienced team focused on helping you succeed.
• Mutual trust: We encourage respect, cooperation, accountability, and inclusion across our teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed