The Knowledge Management Manager is the primary resource responsible for management and oversight of knowledge within our ITIL framework using ServiceNow. This individual will be responsible for developing and implementing strategies to capture, store, and share knowledge across the organization, enhancing our IT service delivery and support capabilities. This individual will also be responsible for managing relevant ITSM training material as required by the Knowledge Management process or ServiceNow platform team.
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
HR@insightglobal.com.
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* ITIL certification is strongly preferred.
* Experience with Knowledge Management in an enterprise level environment.
* Familiarity with ServiceNow, particularly the knowledge management module.
* Strong communication and collaboration skills.
* Analytical mindset with the ability to use data to drive decision-making.
* Experience in developing and implementing knowledge management strategies.
* Develop and implement a comprehensive knowledge management strategy aligned with ITIL best practices.
* Collaborate with cross-functional teams to identify knowledge gaps and areas for improvement.
* Leverage experience in ServiceNow to optimize the knowledge management module for efficient content creation, categorization, and retrieval.
* Work closely with subject matter experts to create and maintain accurate, up-to-date, and user-friendly knowledge articles.
* Ensure consistency and quality in the creation and formatting of knowledge content.
* Implement procedures to encourage and facilitate knowledge sharing among IT staff.
* Conduct training and education as required to promote best practices in knowledge management.
* Establish and manage key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives.
* Generate and analyze reports to identify trends, areas for improvement, and successful strategies.
* Proactively identify opportunities for process improvement and efficiency gains within the knowledge management function.
* Collaborate with IT teams to integrate knowledge management into daily operations seamlessly.
* Work with ServiceNow as required to manage learning opportunity for process stakeholders
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.