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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:
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Own the end-to-end strategy, execution, and maintenance of IT and cross-functional knowledge bases to ensure completeness, accuracy, and usability.
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Evaluate current knowledge assets and frameworks, designing a go-forward strategy aligned with existing ServiceNow HRSD implementation decisions.
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Develop a phased self-service approach aligned to project phases and organizational goals.
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Define and implement taxonomy and content organization structures for knowledge bases and IT services across internal portals.
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Collaborate with cross-functional teams to gather, author, revise, and standardize content, enabling seamless integration with AI capabilities and platform-driven self-service.
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Establish and implement a sustainable operational governance model for ongoing content review, updates, and lifecycle management.
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Lead knowledge-related change management efforts across departments to support adoption and maintain alignment with strategic goals.
Required Skills and Experience:
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Proven experience with ServiceNow Knowledge Management, specifically within HRSD, ITSM, and CSM modules.
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Deep understanding of knowledge management principles and best practices, including taxonomy development and content lifecycle governance.
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Strong change management and stakeholder engagement skills.
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Experience driving cross-functional collaboration in enterprise environments.
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Ability to work independently and proactively in a fast-paced, evolving environment.
Preferred Qualifications:
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ServiceNow certifications in HRSD, ITSM, or CSM (preferred but not required with equivalent experience).
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Experience supporting knowledge initiatives tied to AI or self-service transformation projects.
Education:
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Bachelor’s degree in Information Management, Computer Science, Business Administration, or a related field; or equivalent experience.