ServiceNow Knowledge Management Lead

A client of Insight Global is seeking a hands-on ServiceNow Knowledge Management Lead to build and operationalize an enterprise-level Knowledge Management (KM) function from the ground up. This role will drive standardization, governance, and structure across knowledge articles within ServiceNow, improving consistency, usability, and AI-readiness. The consultant will partner closely with internal leadership and have strong influence over the KM framework, content standards, and overall strategy., KM Build & Strategy

• Stand up Knowledge Management capability from scratch within ServiceNow
• Define structure, taxonomy, and standards for knowledge articles
• Partner with stakeholders to create a scalable KM framework

Platform Configuration

• Configure knowledge bases, categories, and access controls in ServiceNow
• Build workflows for article lifecycle (draft ? review ? publish ? retire)
• Integrate knowledge into Incident, Problem, and Request workflows

Content Standardization

• Clean up and rationalize existing knowledge articles
• Establish templates, formatting standards, and consistency across content
• Develop internal, external, and automation-ready knowledge articles

Governance & Operating Model

• Create ownership models and governance processes
• Define policies, quality controls, and review/audit processes

Adoption & Enablement

• Drive usage across Service Desk, Field Support, and Engineering teams
• Develop training materials, playbooks, and publishing best practices
• Embed KM into day-to-day operations (shift-left strategy)

Metrics & Continuous Improvement

• Define KPIs (usage, reuse, deflection, quality)
• Establish baseline metrics and reporting dashboards
• Continuously improve KM effectiveness

AI & Automation Alignment

• Structure knowledge articles for chatbot/AI consumption
• Ensure proper keywording, tagging, and search optimization
• Support automation and self-service initiatives

• 7-10+ years of experience within ServiceNow Knowledge Management
• Experience building KM functions or knowledge bases from the ground up
• Expertise in taxonomy, tagging, workflows, and article structure
• Ability to establish standards, governance, and scalable processes
• Understanding of AI-readiness (keyword structuring, content formatting for automation/search) - Strong technical writing background and previous experience writing SOPs and training documents around ITSM/CMDB