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SalaryAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
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Job Description
The Senior 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 organization that runs the infrastructure engineering and Operations for the company.
This opportunity 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 coach users on the various aspects of using the knowledge base and effectively sharing knowledge with the intended users of the knowledge base articles, including employees internal and external to Global Cloud Services using the provided guidelines.
- Commit to learn the intricacies of the knowledge application as it is deployed on the instance, the knowledge program standards and practices, and the GCS teams who are the customers of the knowledge base.
- Assist with coaching users on how to edit and review their knowledge base content to meet the standards defined in the AQI (article quality index).
- Coach teams and users to address their feedback and manage their article content using the dashboards provided.
- Create and deliver training on the development and management of documentation and other knowledge resources
- Analyze feedback, usage statistics, and other data to prioritize the creation and improvement of knowledge resources
- Update the style guide and acronyms dictionaries as needed
- Create, analyze, and report on metrics to measure the usage, adoption, success of knowledge resources
To be considered for this role, the hiring team is after someone with
- 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 and basic CSS
- Advanced Microsoft Word, Excel, PowerPoint, and Visio skills
- Strong coaching, collaboration skills, and an ability to work effectively with highly technical engineering staff
- Ability to quickly learn new concepts, skills, and processes
- Solid in-person and remote presentation skills
- Extensive experience managing content in knowledge bases and SharePoint
- Previous experience developing and managing documentation for a global organization
- Familiar with KCS and its application
- 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
Why ServiceNow
ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus.
Work-life balance and well-being are our topmost priorities.
We offer flexible work arrangements.
We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.
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.
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