ServiceNow Knowledge Management Strategist

Lumen Solutions Group Inc • Washington, DC

4h • Remote

About The Position

We are seeking a Knowledge Management Strategist to support the organization’s ServiceNow Knowledge Management initiative. The role will focus on building and improving the ServiceNow knowledge base, developing knowledge processes and governance, and partnering with business stakeholders to create effective knowledge content.

Requirements

• Strong hands-on ServiceNow Knowledge Management / Knowledge Base experience.
• Experience creating knowledge templates and workflows.
• Experience with knowledge content creation, migration, review, and publishing.
• Experience establishing knowledge ownership and governance.
• 5+ years of ServiceNow experience preferred/minimum target.
• Strong stakeholder management, communication, and presentation skills.
• Ability to translate business processes into clear, user-friendly knowledge content.
• Bachelor’s degree in Marketing, Business, Design Strategy, or related field.
• 8+ years of experience in product management, marketing strategy, design strategy, or marketing project management.
• An additional 4 years of relevant experience may substitute for the bachelor’s degree.

Nice To Haves

• ServiceNow Knowledge Management or related certifications.
• KMI (Knowledge Management Institute) certification.
• Experience with human-centered design and customer experience strategy.
• Strong executive presence and ability to influence senior leadership.
• Experience with qualitative and quantitative research.
• Strong Microsoft Office and/or Adobe Suite skills.

Responsibilities

• Support the implementation and adoption of ServiceNow Knowledge Management.
• Create knowledge templates, workflows, and publishing standards.
• Manage knowledge content creation, migration, review, approval, and publishing.
• Establish knowledge ownership, governance, and lifecycle processes.
• Work with business stakeholders and SMEs to understand processes and translate them into usable knowledge content.
• Capture customer needs and support human-centered design and customer experience initiatives.
• Collaborate with cross-functional teams and present recommendations to leadership.
• Drive continuous improvement of the organization’s knowledge management program.

What This Job Offers

• Career Level: Senior