ServiceNow HRSD Knowledge Manager

Gravity IT Resources

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Job Title: ServiceNow HRSD Knowledge Manager
Location: Hybrid-onsite (Miami, FL), Remote (Outside of Florida)
Job-Type: Contract
Referral Bonus: +/- $100/Month 

Position Overview:
Gravity is actively looking for a ServiceNow HRSD Knowledge Manager to join a Core Team for the implementation of ServiceNow’s HRSD module. This position will be responsible for overseeing the accuracy and completeness of the knowledge bases throughout the implementation phases, ensuring alignment with the HR Operations vision.

Key Responsibilities:

  • End-to-End Knowledge Management: Ensure the accuracy and completeness of the knowledge bases during all implementation phases.
  • Knowledge Asset Strategy: Evaluate existing knowledge assets and frameworks to develop a comprehensive strategy and action plan. This plan will ensure the effective implementation of knowledge to support the HR Operations vision.
  • Phased Self-Service Development: Collaborate with the team to design a phased Self-Service approach for each project phase, ensuring alignment with the HR Operational vision.
  • Taxonomy and Knowledge Organization: Partner with the system implementer to establish the taxonomy and forward-looking knowledge organization strategy.
  • Cross-Functional Collaboration: Lead cross-functional teams to align with the knowledge strategy. Gather, organize, consolidate, author, revise, and standardize content to enhance platform utilization and drive exceptional self-service.
  • Operational Content Governance: Develop and implement a sustainable operational content governance strategy. This includes establishing a cross-functional team structure, defining review and maintenance requirements, and ensuring the ongoing accuracy and relevance of information post-implementation.


  • Proven experience in knowledge management, preferably with ServiceNow’s HRSD module.
  • Strong understanding of HR operations and processes.
  • Excellent organizational and strategic planning skills.
  • Ability to lead and collaborate with cross-functional teams.
  • Strong communication and content creation skills.
  • Detail-oriented with a focus on accuracy and completeness of information.

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