ServiceNow Knowledge Management- Sr. Administrator

Job Description

Mode: 5 days Work from office

Job Summary:

Highly experienced and detail-oriented Senior ServiceNow Knowledge Management Administrator to manage and optimize the day-to-day operations of the Knowledge Management module within the ServiceNow platform. The ideal candidate will have over 10 years of experience in IT service management, with a strong focus on knowledge article curation, taxonomy governance, lifecycle management, and continuous improvement of knowledge assets.

Key Responsibilities:

Administer and maintain the ServiceNow Knowledge Management module as part of ongoing run support.

Curate and manage knowledge articles, ensuring accuracy, relevance, and compliance with organizational standards.

Conduct periodic reviews and assessments of knowledge content to identify outdated, duplicate, or underutilized articles.

Collaborate with content owners and SMEs to create, update, and retire knowledge articles.

Define and maintain knowledge taxonomy, metadata, and categorization to enhance searchability and user experience.

Monitor article feedback, usage analytics, and search trends to drive continuous improvement.

Enforce knowledge governance policies, including approval workflows, publishing standards, and access controls.

Support audits and compliance reporting related to knowledge content.

Provide training and guidance to knowledge contributors and consumers.

Work closely with ServiceNow developers and functional teams to implement enhancements and resolve issues.

Required Qualifications:

Bachelor's degree in Information Systems, Library Science, Knowledge Management, or related field.

10+ years of experience in IT service management or knowledge management roles.

3+ years of hands-on experience administering ServiceNow Knowledge Management.

Strong understanding of knowledge lifecycle processes and best practices.

Experience with knowledge article templates, feedback mechanisms, and search optimization.

Familiarity with ITIL framework and Knowledge-Centered Service (KCS) methodology.

Excellent communication, documentation, and stakeholder engagement skills.

Preferred Skills:

ServiceNow Certified System Administrator or Certified Implementation Specialist Knowledge Management.

Experience with ServiceNow reporting and dashboards for knowledge analytics.

Exposure to Service Portal customization and user experience design.

Experience in regulated industries such as healthcare, finance, or government.