The Senior Knowledge Management Specialist will be responsible for actively facilitating the creation, editing, and maintenance of effective, easy to use documentation and other knowledge resources for ServiceNow’s Global Cloud Services organization that runs the infrastructure engineering and Operations for the company.
This opportunity will also play a vital role in the continual improvement of the knowledge management processes and assets by performing regular analysis, reporting, and training.
As ServiceNow continues to grow and evolve, so will this role. A successful candidate will be innovative, flexible, and self-motivated. The ability to function under some ambiguity in a fast-paced environment is essential. If you enjoy working in a dynamic environment, together with other talented staff to deliver world-class services, this is the career opportunity for you!
Responsibilities
- Actively coach users on the various aspects of using the knowledge base and effectively sharing knowledge with the intended users of the knowledge base articles, including employees internal and external to Global Cloud Services using the provided guidelines.
- Commit to learn the intricacies of the knowledge application as it is deployed on the instance, the knowledge program standards and practices, and the GCS teams who are the customers of the knowledge base.
- Assist with coaching users on how to edit and review their knowledge base content to meet the standards defined in the AQI (article quality index).
- Coach teams and users to address their feedback and manage their article content using the dashboards provided.
- Create and deliver training on the development and management of documentation and other knowledge resources
- Analyze feedback, usage statistics, and other data to prioritize the creation and improvement of knowledge resources
- Update the style guide and acronyms dictionaries as needed
- Create, analyze, and report on metrics to measure the usage, adoption, success of knowledge resources
