Knowledge Base Analyst – ServiceNow_BGC Taguig_Day Shift

2 days ago

Taguig, National Capital Region, Philippines weSource Management Consultancy Firm Full time

We are urgently hiring for a Knowledge Base Analyst – ServiceNow

Location: BGC Taguig

Work Setup & Shift: Onsite | Day Shift

Preferred Qualifications:

  • Experience supporting AI-powered ServiceNow features.
  • Knowledge of IT Service Management (ITSM) processes.
  • Experience with ServiceNow reporting and dashboarding.
  • Experience reconciling ServiceNow CMDB with external sources.
  • Familiarity with CMDB best practices and data governance frameworks.
  • Strong understanding of taxonomy, metadata, and categorization for structuring CMDB records and knowledge articles.

What You Need Non-negotiables:

  • Content development and management experience, preferably working with ServiceNow data or content
  • Proven experience in data quality, cleansing, normalization, and content management across large datasets.
  • Proficiency with the ServiceNow platform at a user level.
  • Strong documentation, organizational, and time management skills.
  • Professional-level written and verbal English communication skills.
  • Results-focused with strong attention to detail and the ability to work autonomously.
  • Experience in confident relationship-building and stakeholder management.
  • Demonstrated ability to follow governance standards and defined policies.
  • The ability to analyze and interpret data trends, identify anomalies, and recommend corrective actions.

We're looking for a highly skilled Knowledge Base Analyst to join our team, reporting directly to the Associate Director, Optimisation & Platforms. In this role, you';ll be instrumental in ensuring the ServiceNow platform maintains accurate, high-quality, and AI-ready data. You will play a pivotal role in the Configuration Management Database (CMDB) and with knowledge articles.

A key focus will be on addressing data and knowledge quality to improve operational efficiency, ensure reliable billing, and streamline event management across the business. The ideal candidate is a self-driven problem-solver with strong communication and stakeholder engagement skills. You will be expected to not only uplift the quality of data and content, but also to collaborate with stakeholders and report on your progress and challenges to a governance forum.

As a Knowledge Base Analyst, You Will

  • Data/Content Quality Uplift: Identify and fix inaccurate, outdated, or duplicate data in the CMDB and knowledge articles.
  • Knowledge Management: Ensure knowledge articles are accurate, well- categorized, and up-to-date. This includes inactivating obsolete information and structuring content with tagging, metadata, and taxonomy to support AI consumption and searchability.
  • Stakeholder Engagement: Collaborate effectively with stakeholders and hold them accountable for providing timely responses.
  • Reporting & Governance: Provide regular updates to a governance forum on progress and challenges, with a focus on how improvements support AI readiness and long-term governance standards.
  • Documentation: Maintain clear and effective procedural documentation.
  • Task Management: Complete assigned tasks accurately, on time.

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