Job Description

WHAT YOU GET TO DO IN THIS ROLE

The Process Manager, Knowledge Management is accountable for the processes and practices that ensure effective, efficient capture, curation, and sharing of knowledge by ServiceNow’s Global Cloud Service (GCS) operations and infrastructure teams.  

As ServiceNow continues to grow and evolve, so will this role. A successful candidate will be innovative, flexible, and self-motivated. The ability to function under some ambiguity in a fast-paced environment is essential. If you enjoy working in a dynamic environment, together with other talented staff to deliver world-class services, this is the career opportunity for you! 

RESPONSIBILITIES: 

• Design, implement, and continually improve knowledge management related processes, tools, and supporting assets  
• Drive compliance with agreed knowledge management policies, practices, and standards 
• Create and deliver training on the development and management of documentation and other knowledge resources 
• Analyze feedback, usage statistics, and other data to prioritize creation and improvement of knowledge resources  
• Actively monitor knowledge management processes and resolve identified issues in a timely manner 
• Maintain and utilize a suitable suite of metrics and measures 
• Perform hands-on management of knowledge resources and related artifacts

REQUIRED SKILLS: 

• Bachelor’s degree or the equivalent in education and experience 
• Demonstrated ability to manage an ongoing program both tactically and strategically 
• Strong organizational, self-directed, analytical, and decision-making skills to thrive with aggressive time sensitive deadlines 
• Strong collaboration skills, and an ability to interoperate effectively with both technical staff and senior management 
• Ability to quickly learn and apply new concepts and skills 
• Solid in-person and remote presentation skills 
• Proven excellence authoring and editing in a technical environment 
• Hands-on knowledge base management experience 
• Working knowledge of HTML fundamentals 
• Advanced Microsoft Word, Excel, PowerPoint, and Visio skills

DESIRED SKILLS: 

• Previous support and collaboration experience within a global organization 
• Previous experience with continual process improvement 
• Firm grasp of web-based services, cloud computing, and related technologies 
• ITIL Foundation certification or equivalent knowledge of ITIL/ITSM 
• Previous experience with ServiceNow or similar products

Qualifications

REQUIRED SKILLS: 

• Bachelor’s degree or the equivalent in education and experience 
• Demonstrated ability to manage an ongoing program both tactically and strategically 
• Strong organizational, self-directed, analytical, and decision-making skills to thrive with aggressive time sensitive deadlines 
• Strong collaboration skills, and an ability to interoperate effectively with both technical staff and senior management 
• Ability to quickly learn and apply new concepts and skills 
• Solid in-person and remote presentation skills 
• Proven excellence authoring and editing in a technical environment 
• Hands-on knowledge base management experience 
• Working knowledge of HTML fundamentals 
• Advanced Microsoft Word, Excel, PowerPoint, and Visio skills

DESIRED SKILLS: 

• Previous support and collaboration experience within a global organization 
• Previous experience with continual process improvement 
• Firm grasp of web-based services, cloud computing, and related technologies 
• ITIL Foundation certification or equivalent knowledge of ITIL/ITSM 
• Previous experience with ServiceNow or similar products

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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or 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.