Identify high-priority knowledge content with stakeholders.
Identify existing self-service content for movement/consolidation.
Coordinate service information updates.
Develop self-service knowledge article style guide and templates.
Identify opportunities for enhanced findability (tagging, taxonomies).
Write high-quality knowledge articles for self-service journeys.
Revise existing articles to align with style guide.
Governance & Standards:
Contribute to Portal Content Governance Playbook and Portal Style & UX Guide.
Ensure consistency, accessibility, and usability of knowledge content.
Qualifications:
Bachelor’s degree in Information Management, Communications, Business, or related field.
3+ years experience in knowledge management, web/guide content development, or business writing.
Familiarity with ServiceNow Knowledge Management module and content lifecycle best practices.
Experience with professional writing, editing, information architecture, and categorization.
Preferred Skills:
Must have: Exceptional communication skills, business writing skills (user-friendly self-service guidance), basic understanding of UX principles and accessibility standards.
Nice to have: ServiceNow certifications (Knowledge Management), ITIL 4 Foundations certification, understanding of AI search engines with knowledge content for search optimization.
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