ServiceNow Knowledge Management Manager

12 hours ago

Mandaluyong City, National Capital Region, Philippines Coforge Full time $70,000 - $120,000 per year

ServiceNow Knowledge Management Sr. Process Consultant–
KM Manager

Experience: 10+ Years

Employment Type: Full-Time

Job Summary:

Experienced Senior Process Consultant specializing in ServiceNow Knowledge Management to lead the design, governance, and optimization of knowledge processes aligned with ITIL best practices. The ideal candidate will have over 10 years of experience in IT service management and process consulting, with a strong focus on knowledge strategy, governance, and continuous improvement.

Key Responsibilities:

· Define and implement Knowledge Management processes in ServiceNow aligned with ITIL framework.

· Develop and maintain governance models for knowledge creation, review, publishing, and retirement.

· Collaborate with stakeholders across ITSM, HRSD, and CSM to ensure seamless integration of knowledge processes.

· Conduct process assessments and maturity evaluations to identify gaps and improvement opportunities.

· Establish and manage knowledge taxonomy, metadata standards, and content lifecycle policies.

· Drive adoption of Knowledge-Centered Service (KCS) methodology and best practices.

· Facilitate workshops and training sessions for knowledge contributors and process owners.

· Monitor and report on knowledge usage, effectiveness, and compliance metrics.

· Work closely with ServiceNow administrators and developers to ensure process requirements are accurately implemented.

· Support audits and ensure alignment with regulatory and organizational standards.

Required Qualifications:

· Bachelor's or Master's degree in Information Systems, Business Administration, or related field.

· 10+ years of experience in IT service management or process consulting.

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

· Strong understanding of ITIL v3/v4 processes, especially around Knowledge, Incident, Problem, and Change Management.

· Experience in designing and implementing enterprise knowledge strategies.

· Excellent communication, facilitation, and stakeholder engagement skills.

Preferred Skills:

· ITIL Foundation or Intermediate certification.

· ServiceNow Certified Implementation Specialist – Knowledge Management or ITSM.

· Experience with KCS methodology and knowledge governance frameworks.

· Familiarity with ServiceNow reporting and analytics tools.

· Exposure to regulated industries such as healthcare, finance, or government.

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