ServiceNow Knowledge Management Specialist

Astreya • San Francisco, CA

6d

About The Position

We are seeking ServiceNow Knowledge Management Specialists to support a large-scale knowledge consolidation and governance initiative for an enterprise IT organization. This role goes beyond traditional technical writing: candidates will help unify knowledge currently scattered across multiple legacy repositories into a single, governed source of truth within ServiceNow, while establishing the taxonomy, ownership model, and review processes needed to keep it accurate and current long term. The ideal candidate has hands-on experience with ServiceNow Knowledge Management, understands Knowledge-Centered Service (KCS) principles, and is comfortable interviewing subject matter experts to convert tribal knowledge into structured, reusable content. This is a content governance and migration role as much as it is a writing role.

Requirements

• 3+ years of experience in knowledge management, technical writing, or ITSM-related content roles.
• Hands-on experience with ServiceNow, including the Knowledge Management module.
• Demonstrated experience consolidating or migrating content from multiple source systems into a single platform.
• Strong technical writing skills with a portfolio of knowledge articles, SOPs, or similar structured content.
• Experience designing or applying taxonomy, metadata, and content governance standards.
• Comfortable interviewing SMEs and translating technical, undocumented knowledge into clear written content.

Nice To Haves

• Familiarity with Knowledge-Centered Service (KCS) methodology or certification.
• ITIL v3/v4 Foundation certification or equivalent ITSM experience.
• Experience distinguishing knowledge articles from runbooks and operational documentation.
• Exposure to CMDB concepts and how configuration data can reduce documentation duplication.
• Experience in regulated, mission-critical, or high-availability operational environments.

Responsibilities

• Assess and inventory existing knowledge content across multiple legacy repositories (intranet knowledge tools, shared drives, wikis, team notebooks, and standalone documents).
• Migrate, rewrite, and reorganize legacy articles into ServiceNow Knowledge Management, improving clarity, accuracy, and findability.
• Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of truth.
• Define and enforce knowledge article taxonomy, metadata standards, and content templates.
• Establish clear ownership models, audience definitions, and review/update cadences for each article type.
• Build and maintain governance standards that distinguish between knowledge articles, runbooks, and other documentation types.
• Support quality scoring and audit processes to keep content accurate over time, avoiding large periodic cleanup efforts in favor of continuous maintenance.
• Partner with subject matter experts and engineers through interviews, workshops, and shadowing to capture tribal knowledge.
• Write clear, structured, and actionable knowledge articles and troubleshooting guides designed for rapid issue resolution.
• Support inline feedback and continuous-update workflows so knowledge stays current as part of normal operations, not as a separate project.
• Coordinate with ITSM process teams to clarify boundaries between knowledge articles, operational runbooks, and business continuity documentation.
• Partner with configuration management (CMDB) stakeholders to reduce redundant documentation and leverage existing structured data where possible.
• Support integration efforts to strengthen the linkage between knowledge content and incident/request workflows.

Benefits

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC Nationwide
• Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

What This Job Offers

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