Role-ITSM Knowledge Manager (ServiceNow)
Location: Santa Clara, CA (Onsite)- Need locals
RATE :$50-55/HR ON C2C
10+YRS
Role Overview
We are seeking an experienced ITSM Knowledge Manager with hands-on expertise in ServiceNow Knowledge Management to join our IT Operations team onsite in Santa Clara. The ideal candidate will own the end-to-end knowledge lifecycle—ensuring that accurate, relevant, and accessible knowledge articles are available to end users and IT support teams. This role is pivotal in improving self-service adoption, reducing incident resolution times, and ensuring that IT services run efficiently.
Key Responsibilities
- Knowledge Strategy & Governance
- Define and implement knowledge management best practices aligned with ITIL standards.
- Establish governance processes for knowledge article creation, review, approval, and retirement.
- ServiceNow Knowledge Management Administration
- Configure, maintain, and optimize the ServiceNow Knowledge Base to ensure ease of use and accessibility.
- Implement knowledge workflows, templates, and approval processes within ServiceNow.
- Manage user roles, permissions, and access controls for the Knowledge module.
- Content Management & Quality Assurance
- Collaborate with IT support teams to capture, document, and publish accurate technical solutions.
- Ensure articles meet quality standards (readability, accuracy, tagging, metadata).
- Perform periodic audits of existing articles to remove outdated or duplicate content.
- Enablement & Adoption
- Conduct knowledge management training for IT support staff and end users.
- Promote self-service portal usage and improve searchability of solutions.
- Gather feedback from stakeholders to continuously enhance knowledge content and structure.
- Performance Tracking & Reporting
- Monitor knowledge usage analytics, deflection rates, and article feedback in ServiceNow.
- Provide regular reports to leadership on knowledge base health and performance.
Required Qualifications
- Education: Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
- Experience:
- 5+ years in IT Service Management or Knowledge Management.
- 3+ years of hands-on ServiceNow Knowledge Management module experience.
- Strong familiarity with ITIL v4 processes (especially Incident, Problem, and Change Management).
- Skills:
- Proficiency in configuring and managing ServiceNow Knowledge Base.
- Excellent written and verbal communication skills.
- Ability to create structured, easy-to-understand technical documentation.
- Strong analytical skills to measure content effectiveness and improve usability.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) or Knowledge Management Micro-Certification.
- ITIL v4 Foundation Certification.
- Experience with enterprise-level ITSM environments and large user bases.
- Knowledge of search optimization techniques for ServiceNow.
Regards
Pavan
VDart Inc
Ph: (470) 251-2584 Ext:1866
Email: Pavankumar.s@vdartinc.com
Website: https://vdart.com
Confidentiality Notice
The information contained in this message may be privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting it from your computer.
You received this message because you are subscribed to the Google Groups "Xrecnet IT Recruiters Network - Corp to Corp IT Jobs & Hotlists" group.
To unsubscribe from this group and stop receiving emails from it, send an email to xrecnet+unsubscribe@googlegroups.com.
To view this discussion visit https://groups.google.com/d/msgid/xrecnet/CAGf9M09iQRrjTxQXLFB4teFJzxw7fnWqH%3DAAVpMD9XUzt6Jqdw%40mail.gmail.com.
