Job Description

WHAT YOU GET TO DO IN THIS ROLE:

As a Sr. Knowledge Management Specialist will be responsible for actively facilitating the creation, editing, and maintenance of effective, easy to use documentation and other knowledge resources for ServiceNow’s Global Cloud Services team.

The Sr. Knowledge Management Specialist will also play a vital role in the continual improvement of the knowledge management processes and assets by performing regular analysis, reporting, and training.

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:

• Actively facilitate creation of documentation and other knowledge resources by employees internal and external to Global Cloud Services, while driving compliance with established knowledge management policies, practices, and standards
• Edit newly-submitted and existing knowledge base content for quality and effectiveness
• Actively manage feedback and curation of published information
• Provide in-depth technical editing of various documentation for use by Global Cloud Services and other staff
• 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
• Collaborate with other employees to agree terminology and ensure its consistent use across knowledge resources
• Create, analyze, and report on metrics to measure the usage, adoption, success of knowledge resources

Qualifications

• Bachelor’s degree or the equivalent in education and experience
• 2+ years of knowledge base management experience
• 5+ years of proven excellence authoring and editing in a technical environment
• Excellent written skills in English and the ability to coach others to create clear and effective content
• Strong organizational, self-directed, analytical, and decision-making skills to thrive with aggressive time sensitive deadlines
• Working knowledge of HTML
• Advanced Microsoft Word, Excel, PowerPoint, and Visio skills
• Strong collaboration skills, and an ability to interoperate effectively with highly-technical engineering staff
• Ability to quickly learn new concepts, skills, and processes
• Solid in-person and remote presentation skills
• Desired Skills:
• Extensive experience managing content in SharePoint—including team sites
• Previous experience developing and managing documentation for a global organization
• Proficient with Photoshop or similar graphic design packages
• ITIL Foundation Certification or equivalent knowledge of ITIL/ITSM
• Knowledge of cloud technology and distributed computing
• 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.