Job Description

Team ****

Our Product Operations | Technical Training & Enablement team designs, develops, and delivers technical training and enablement for ServiceNow’s Product organization. We are passionate about making ServiceNow an incredible place to work for every employee and helping ServiceNow achieve its mission. We partner with leaders in our Engineering, Technical Support, Cloud Operations, and other technology teams to help them achieve their business objectives through learning solutions.

Role

The Staff Knowledge Manager’s primary responsibilities will fall into two main areas. First, in the management and continuous improvement of the existing Regulated Markets Knowledge Program. Second, the Staff Knowledge Manager will work with Learning Business Partners, Instructional Designers, and subject matter experts to establish effective systems to organize and customize knowledge as part of a learning solution.

What you get to do in this role:

• Knowledge Capture: The knowledge manager is responsible for capturing and documenting knowledge within the organization. This involves identifying valuable knowledge sources, such as employees, documents, and databases, and creating systems to capture and organize that knowledge effectively. The knowledge manager would also customize the knowledge to accurately apply to the organization, using specific examples that help relevant team members understand the context and the scope of the information.
• Knowledge Organization and Taxonomy: The knowledge manager develops and maintains a taxonomy or classification system to categorize and organize Knowledge Base articles.
• Knowledge Sharing: A key responsibility of a knowledge manager is to facilitate knowledge sharing within the organization. This may involve creating and managing knowledge repositories, intranet portals, or other platforms where employees can access and share knowledge with one another.
• Knowledge Retrieval and Search: The knowledge manager ensures that knowledge is easily searchable and retrievable. This can involve implementing search tools, developing metadata standards, and optimizing search algorithms to help users find the information they need efficiently.
• Technical Writing: Research, write, and ensure the accuracy of documentation for internal users supporting, developing, or operating the ServiceNow Platform. Work with subject matter experts to create highly technical, process documentation, troubleshooting guides, and system architecture references. Analyze current documentation to determine usability, identify inconsistencies across audiences, and recommend and make improvements to ensure consistent formatting, language, and style.
• Collaboration and Communication: The knowledge manager collaborates with the Learning Communications and Change Management Director to foster knowledge exchange. They may facilitate communities of practice, organize workshops or training sessions, and encourage the use of collaboration tools and platforms.
• Continuous Improvement: The knowledge manager is responsible for continuously improving knowledge management practices within the organization. This involves monitoring the effectiveness of knowledge management initiatives, gathering feedback, and implementing improvements based on lessons learned.
• Training and Education: The knowledge manager may provide training and education to employees on knowledge management concepts, tools, and best practices. They may also act as a resource person or coach to support employees in their knowledge management activities.
• Technology and Tools: The knowledge manager evaluates and implements knowledge management tools and technologies that facilitate knowledge capture, storage, retrieval, and sharing. They stay up to date with emerging trends and advancements in knowledge management systems and leverage them for the benefit of the organization.
• Process Adoption: Works with knowledge base owners and stakeholders across ServiceNow to ensure KBs are technically accurate and maintained consistently. Responds to and addresses documentation feedback from customers and support. Coordinates the review and approval of technical documents for multiple audiences.

Qualifications

What you have:

To be successful in this role, we need someone who has:

• Bachelor’s degree in Journalism, English, Communications or related field plus a minimum 10 years’ experience.
• Ability to evaluate an audience and effectively write and manage documentation with the appropriate level of detail.
• Ability to learn highly technical processes quickly using effective interviewing techniques and reviewing of source content in a variety of forms.
• Experience synthesizing information gathered from multiple departments and business units.
• Experience authoring in a variety of environments and a variety of formats including a working knowledge of HTML.
• Basic understanding in how regulations, laws, standards, product specifications, and internal procedures impact software development, customer support and/or operations.
• Understanding of source control systems and maintaining multiple versions of content.
• Experience working in Scrum/Agile development environments.
• Ability to work with geographically distributed team members, engineers and developers.
• Excellent attention to detail and the ability to prioritize multiple projects in a fast-paced, changing environment.
• Self-direction, flexibility, and an eagerness to learn.
• Experience working with software tools such as Microsoft Visio, Adobe Photoshop, Adobe Illustrator.
• Familiarity with IT service management software (ITSM), PaaS, and SaaS

This position requires the Public Trust Position (PTP) Tier 2 Level suitability adjudication. If offered the position, you must be willing to complete and successfully pass the adjudication process. Any employment is contingent upon obtaining the required adjudication. Due to federal requirements, to be eligible for this position, you must be a US citizen

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For positions in California (outside of the Bay Area), we offer a base pay of $102,780 - $179,820, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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