To Apply for this Job Click Here
Job Title: ServiceNow Knowledge Manager
Location: Preferred candidates will be based in Miami, FL or Arkansas
Job-Type: Contract
Referral Bonus: +/- $100/Month
Position Overview:
Gravity is actively ServiceNow Knowledge Manager to join a high-impact team supporting the expansion of a ServiceNow platform implementation, with a strong emphasis on enhancing self-service capabilities through AI-driven knowledge management. This individual will take full ownership of the accuracy, completeness, and governance of IT and enterprise knowledge content, driving cross-functional efforts to establish and sustain an effective, scalable knowledge management framework.
Key Responsibilities:
-
Own the end-to-end strategy, execution, and maintenance of IT and cross-functional knowledge bases to ensure completeness, accuracy, and usability.
-
Evaluate current knowledge assets and frameworks, designing a go-forward strategy aligned with existing ServiceNow HRSD implementation decisions.
-
Develop a phased self-service approach aligned to project phases and organizational goals.
-
Define and implement taxonomy and content organization structures for knowledge bases and IT services across internal portals.
-
Collaborate with cross-functional teams to gather, author, revise, and standardize content, enabling seamless integration with AI capabilities and platform-driven self-service.
-
Establish and implement a sustainable operational governance model for ongoing content review, updates, and lifecycle management.
-
Lead knowledge-related change management efforts across departments to support adoption and maintain alignment with strategic goals.
Required Skills and Experience:
-
Proven experience with ServiceNow Knowledge Management, specifically within HRSD, ITSM, and CSM modules.
-
Deep understanding of knowledge management principles and best practices, including taxonomy development and content lifecycle governance.
-
Strong change management and stakeholder engagement skills.
-
Experience driving cross-functional collaboration in enterprise environments.
-
Ability to work independently and proactively in a fast-paced, evolving environment.
Preferred Qualifications:
-
ServiceNow certifications in HRSD, ITSM, or CSM (preferred but not required with equivalent experience).
-
Experience supporting knowledge initiatives tied to AI or self-service transformation projects.
Education:
-
Bachelor’s degree in Information Management, Computer Science, Business Administration, or a related field; or equivalent experience.
To Apply for this Job Click Here
Share This Job
Share This Job
Refer A Candidate
Recommend a candidate and receive a referral bonus as a thank-you for helping us find top talent.
Upload Your Resume
Share your resume, and we’ll match you with opportunities that fit your skills and goals.