The Knowledge Management Specialist is responsible for creating clear, concise and accurate content for knowledge articles in ServiceNow for various audiences, including users, developers, and other internal stakeholders. This includes review of existing collateral on the Intranet, policies, user guides, training materials, standard operating procedures, and other documentation for migration to Knowledge articles. The Knowledge Management Specialist must be able to understand complex technical information and communicate it clearly and effectively to a non-technical audience.
They have a high attention to detail, can think strategically and creatively to solve briefs, can work collaboratively with stakeholders from across the Rest business, and have a natural flair for creativity.
Key Accountabilities/Responsibilities
- Research, write and edit knowledge articles, including the review of user manuals, installation guides, technical specifications, , and other documentation for suitable contents.
- Migrating existing Knowledge Base Articles from legacy system (Kentico 9) to ServiceNow Knowledge Management.
- Work closely with subject matter experts to gather information and understand technical concepts
- Ensure consistency and accuracy of technical content across all documents
- Collaborate with cross-functional teams to ensure documentation meets the needs of its intended audience
- Use appropriate formatting, illustrations, and multimedia to enhance documentation in compliance with branding guidelines
- Create high quality and effective copy for Rest staff (and where relevant for employers) that is consistent with the Rest brand strategy
- Work in conjunction with the Rest Branding Team to creatively solve briefs in a differentiated, innovative and effective way
