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 HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- 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)
Nice to Have Skills & Experience
- Strong technical writing background and previous experience writing SOPs and training documents around ITSM/CMDB
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.