ServiceNow Knowledge Management Specialist

Role Summary:

We are seeking ServiceNow Knowledge Management Specialists to support a large-scale knowledge consolidation and governance initiative for an enterprise IT organization. This role goes beyond traditional technical writing: candidates will help unify knowledge currently scattered across multiple legacy repositories into a single, governed source of truth within ServiceNow, while establishing the taxonomy, ownership model, and review processes needed to keep it accurate and current long term.

The ideal candidate has hands-on experience with ServiceNow Knowledge Management, understands Knowledge-Centered Service (KCS) principles, and is comfortable interviewing subject matter experts to convert tribal knowledge into structured, reusable content. This is a content governance and migration role as much as it is a writing role.

Key Responsibilities

Knowledge Consolidation & Migration

• Assess and inventory existing knowledge content across multiple legacy repositories (intranet knowledge tools, shared drives, wikis, team notebooks, and standalone documents).

• Migrate, rewrite, and reorganize legacy articles into ServiceNow Knowledge Management, improving clarity, accuracy, and findability.

• Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of truth.

Knowledge Governance & Taxonomy

• Define and enforce knowledge article taxonomy, metadata standards, and content templates.

• Establish clear ownership models, audience definitions, and review/update cadences for each article type.

• Build and maintain governance standards that distinguish between knowledge articles, runbooks, and other documentation types.

• Support quality scoring and audit processes to keep content accurate over time, avoiding large periodic cleanup efforts in favor of continuous maintenance.

Content Authoring & SME Partnership

• Partner with subject matter experts and engineers through interviews, workshops, and shadowing to capture tribal knowledge.

• Write clear, structured, and actionable knowledge articles and troubleshooting guides designed for rapid issue resolution.

• Support inline feedback and continuous-update workflows so knowledge stays current as part of normal operations, not as a separate project.

Cross-Functional Alignment

• Coordinate with ITSM process teams to clarify boundaries between knowledge articles, operational runbooks, and business continuity documentation.

• Partner with configuration management (CMDB) stakeholders to reduce redundant documentation and leverage existing structured data where possible.

• Support integration efforts to strengthen the linkage between knowledge content and incident/request workflows.

Qualifications

Required

• 3+ years of experience in knowledge management, technical writing, or ITSM-related content roles.

• Hands-on experience with ServiceNow, including the Knowledge Management module.

• Demonstrated experience consolidating or migrating content from multiple source systems into a single platform.

• Strong technical writing skills with a portfolio of knowledge articles, SOPs, or similar structured content.

• Experience designing or applying taxonomy, metadata, and content governance standards.

• Comfortable interviewing SMEs and translating technical, undocumented knowledge into clear written content.

Preferred

• Familiarity with Knowledge-Centered Service (KCS) methodology or certification.

• ITIL v3/v4 Foundation certification or equivalent ITSM experience.

• Experience distinguishing knowledge articles from runbooks and operational documentation.

• Exposure to CMDB concepts and how configuration data can reduce documentation duplication.

• Experience in regulated, mission-critical, or high-availability operational environments.

Core Skills & Competencies

• Knowledge management lifecycle and content governance

• ServiceNow Knowledge Management module proficiency

• Taxonomy, metadata, and template design

• Technical writing for self-service and rapid resolution

• SME interviewing and tribal knowledge capture

• Content migration and large-scale repository consolidation

• Cross-team collaboration with ITSM, engineering, and operations stakeholders

Success Measures

• Reduction in duplicate or outdated knowledge content across consolidated repositories.

• Improved article quality, usage, and deflection metrics.

• Clear, documented ownership and review cadence for all knowledge content.

• Stronger linkage between knowledge articles and incident/request resolution.

• Sustainable, continuous-update model that avoids large periodic cleanup efforts.

Salary Range

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through UHC

• Nationwide Vision provided by UHC

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program provided by Goomi Group

• Employee Assistance Program

• Wellness Days

  401k Plan

• Basic and Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law