Job Title: ServiceNow Knowledge Management
Type: 9-month Contract
Compensation: $64.39 per hour
Work Model: Hybrid

ServiceNow Knowledge Management Consultant

We are seeking an experienced ServiceNow Knowledge Management Consultant to help establish and mature a new ServiceNow Knowledge Management environment. This role will be part of the Knowledge Management team and will play a key role in building a centralized, scalable knowledge base that supports both internal users and external partners.

This is an exciting opportunity to help shape a growing ServiceNow Knowledge Management function from the ground up. The ideal candidate will bring hands-on experience with ServiceNow Knowledge Management, knowledge governance, content strategy, workflow development, and stakeholder engagement.

Responsibilities

• Own and mature the ServiceNow Knowledge Management (Knowledge Base) environment.
• Create, organize, and maintain documentation that supports internal users and external plan partners.
• Migrate existing content into ServiceNow and develop new knowledge content as needed.
• Establish knowledge management standards, templates, workflows, and governance processes.
• Define content ownership, review cycles, and ongoing maintenance practices.
• Create and organize repositories and structures to support knowledge accessibility and usability.
• Support ServiceNow Knowledge Management module configurations and related customizations.
• Leverage ServiceNow capabilities to improve self-service experiences, answer user questions, and reduce support ticket volume.
• Develop documentation to support business processes being consolidated into ServiceNow.
• Partner with cross-functional stakeholders to understand business challenges, align priorities, and drive adoption of knowledge management practices.
• Communicate processes, recommendations, and progress updates to leadership and key stakeholders.
• Champion a customer-focused approach by ensuring information is accurate, current, and easily accessible.
• Track the effectiveness of knowledge management initiatives and recommend continuous improvements.

Required Qualifications

• Bachelor's degree in Marketing, Business, Design Strategy, or a related field, or equivalent combination of education and experience.
• 5+ years of ServiceNow experience.
• Hands-on experience with ServiceNow Knowledge Management and Knowledge Base functionality.
• Experience establishing and managing knowledge management frameworks, processes, and governance.
• Experience creating content standards, templates, workflows, and review processes.
• Strong technical content management and documentation skills.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to work independently while collaborating across multiple teams and levels of the organization.

Preferred Qualifications

• Knowledge Management Institute (KMI) certifications or other knowledge management certifications.
• ServiceNow certifications.
• Experience implementing or maturing enterprise knowledge management programs.
• Human-centered design, customer experience, product strategy, or process improvement experience.
• Healthcare industry experience is welcome but not required.

Environment

• ServiceNow is a relatively new platform within the organization.
• Several processes and tools are being consolidated into ServiceNow.
• The initial focus will be internal-facing knowledge content, with expansion to external-facing content over time.
• Opportunity to establish and influence long-term knowledge management practices within the organization.

What Success Looks Like

The successful consultant will bring structure and governance to the organization's ServiceNow Knowledge Base by implementing templates and workflows, organizing and migrating content, establishing ownership and review processes, and creating a seamless knowledge experience for end users.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1