ServiceNow Knowledge Management Lead

Job Description

A client of Insight Global is seeking a hands-on ServiceNow Knowledge Management Lead to build and operationalize an enterprise-level Knowledge Management (KM) function from the ground up. This role will drive standardization, governance, and structure across knowledge articles within ServiceNow, improving consistency, usability, and AI-readiness. The consultant will partner closely with internal leadership and have strong influence over the KM framework, content standards, and overall strategy.

Key Responsibilities:

KM Build & Strategy

• Stand up Knowledge Management capability from scratch within ServiceNow

• Define structure, taxonomy, and standards for knowledge articles

• Partner with stakeholders to create a scalable KM framework

Platform Configuration

• Configure knowledge bases, categories, and access controls in ServiceNow

• Build workflows for article lifecycle (draft ? review ? publish ? retire)

• Integrate knowledge into Incident, Problem, and Request workflows

Content Standardization

• Clean up and rationalize existing knowledge articles

• Establish templates, formatting standards, and consistency across content

• Develop internal, external, and automation-ready knowledge articles

Governance & Operating Model

• Create ownership models and governance processes

• Define policies, quality controls, and review/audit processes

Adoption & Enablement

• Drive usage across Service Desk, Field Support, and Engineering teams

• Develop training materials, playbooks, and publishing best practices

• Embed KM into day-to-day operations (shift-left strategy)

Metrics & Continuous Improvement

• Define KPIs (usage, reuse, deflection, quality)

• Establish baseline metrics and reporting dashboards

• Continuously improve KM effectiveness

AI & Automation Alignment

• Structure knowledge articles for chatbot/AI consumption

• Ensure proper keywording, tagging, and search optimization

• Support automation and self-service initiatives

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• 7-10+ years of experience within ServiceNow Knowledge Management

• Experience building KM functions or knowledge bases from the ground up

• Expertise in taxonomy, tagging, workflows, and article structure

• Ability to establish standards, governance, and scalable processes

• Understanding of AI-readiness (keyword structuring, content formatting for automation/search) - Strong technical writing background and previous experience writing SOPs and training documents around ITSM/CMDB