Knowledge Manager

Job Description-
The Knowledge Manager will collaborate closely with the Operations/Project Manager, Team Leads, and other designated individuals within the Knowledge area to offer valuable advice related to Knowledge. This role involves the development, revision, and dissemination of knowledge documents, including Standard Operating Procedures, run books, process guides, and self-help manuals. Furthermore, this Analyst should be well-versed in industry best practices in Knowledge Management and have a solid understanding of current and future features in ServiceNow Knowledge.

What youll do
Develop and manage Knowledge Bases and Knowledge Articles.
Assess trends in Knowledge Management and identify actionable steps for improvement opportunities.
Collect and evaluate requirements to enhance current Knowledge Management processes.
Assist in defining metrics and KPIs for Knowledge Management processes.
Collect and analyze data to showcase the effectiveness and enhance the Knowledge Management process.
Stay informed about emerging Knowledge trends and the functionality of tools.
Possess an understanding of ServiceNow's Knowledge Management capabilities.
Create and deliver training materials and presentations.
Complete assigned tasks autonomously.
Show a proficient understanding of the business functions being supported.
Keep records of work and progress communicated to customers and management.
Report problems and issues promptly.
Capable of gathering data, generating reports, and translating them into actionable strategic insights.
Analyze and independently resolve issues.
Exhibit attention to detail to ensure that reports and presentations are professional, consistent, accurate, and user-friendly.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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 Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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What youll need to succeed-
24-year technical degree or equivalent experience in roles such as Service Desk Manager, data analyst, or Knowledge Management (3-4+ years) supporting knowledge management practices.
Strong customer service and communication skills.
Focus on data collection, key metrics development, reporting, and analyzing the performance of the ServiceNow-based Knowledge Management process.
Support for enterprise environments and understanding of Knowledge Management.
Familiarity with ITIL/Service Management and ServiceNow.
Customer-oriented with a commitment to satisfaction and business value.
Ability to build strong relationships with customers and teams.
Advanced business analysis skills and excellent written/verbal communication.
Capability to manage individual workload.
Proficient in Microsoft Office and capable of creating reports and presentations in PowerPoint.
Experience in data analysis and strong customer service and time management skills.
Audio/Visual experience is a plus.

Pay: 35-45h
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of
employment, including options for medical, dental, and vision insurance. Eligibility to enroll in
the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this
role will have access to paid sick leave and other paid time off benefits as required under the
applicable law of the worksite location.

Benefit packages for this role will start on the 31st 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.