Senior ServiceNow Administrator

17 hours ago

Makati City, National Capital Region, Philippines E-Solutions Full time $90,000 - $120,000 per year

Work Set Up:
Onsite

Job Description:

We are seeking a highly skilled and detail-oriented
Senior ServiceNow Knowledge Management Administrator
to oversee and enhance the daily operations of the Knowledge Management module within the ServiceNow platform. The ideal candidate will bring over a decade of experience in IT service management, with deep expertise in knowledge article management, taxonomy design, lifecycle governance, and continuous improvement initiatives.

Key Responsibilities:

  • Oversee the administration and day-to-day maintenance of the ServiceNow Knowledge Management module as part of ongoing operational support.
  • Manage and curate knowledge articles, ensuring they are accurate, up to date, relevant, and aligned with organizational standards.
  • Perform regular content audits to identify and address outdated, duplicate, or low-value articles.
  • Partner with content owners and subject matter experts (SMEs) to develop, update, and decommission knowledge articles as needed.
  • Define and uphold a consistent knowledge taxonomy, metadata structure, and categorization to improve findability and user experience.
  • Analyze article usage data, user feedback, and search trends to inform continuous improvement efforts.
  • Enforce knowledge governance policies, including publishing standards, approval workflows, and access controls.
  • Support compliance and audit activities by maintaining accurate records and reporting on knowledge content.
  • Collaborate with ServiceNow developers and cross-functional teams to implement system enhancements and troubleshoot issues.

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.

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