Subject Matter Expert (Tools&Automation)

Job Summary

A Service Now Knowledge Management (KM) job description focuses on designing, implementing, and governing the platform's knowledge base to ensure efficient information sharing, searchability, and content accuracy. Key duties include managing article lifecycles, establishing taxonomies, configuring workflows, and utilizing analytics to improve self-service adoption.

Key Responsibilities

Platform Administration: Configuring Service Now knowledge bases, managing user criteria for access control, and setting up publishing/approval workflows.\r\n Content Lifecycle Governance: Managing the creation, review, publishing, and retirement of knowledge articles to ensure accuracy and compliance.\r\n Structure & Taxonomy: Creating and maintaining knowledge base categories, templates, and tagging conventions for optimized searchability.\r\n Performance Analytics: Reporting on metrics such as article usage, feedback ratings, and gap analysis to improve content effectiveness.\r\n System Integration: Integrating KM with Incident, Problem, and Change modules to automate knowledge creation from resolutions.\r\n Support & Training: Coaching users on Knowledge-Centered Service (KCS) standards and effective article authoring

Skill Requirements

Service Now Experience: Proven experience administering the Service Now Knowledge Management module.\r\n Technical Knowledge: Understanding of HTML, XML, and ITIL processes.\r\n Skills: Strong technical editing, content strategy, and analytical skills.\r\n Role-Specific Knowledge: Familiarity with Service Now roles

Other Requirements

NA