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- Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of truth.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$85,120.00 - $134,400.00 USD (Salary)
- 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
