Customer Experience Strategist ServiceNow Knowledge Management

• Develop and expand the ServiceNow Knowledge Base to support internal users and potentially external users.
• Partner with internal business teams to understand their intake processes, workflows, and documentation requirements.
• Identify common questions, recurring tickets, and user needs to determine opportunities for new knowledge content.
• Create and establish knowledge templates, content structures, and standardized processes within ServiceNow.
• Develop workflows for content creation, review, approval, publication, and ongoing maintenance.
• Define clear ownership and governance for knowledge articles and content.
• Support the migration of existing documentation and creation of new content within ServiceNow.
• Analyze knowledge usage and available metrics to identify content gaps and opportunities for improvement.
• Help create a centralized and consistent knowledge experience across multiple business areas.
• Ensure knowledge content remains current, accurate, accessible, and properly maintained.
• Work with stakeholders and leadership across different levels to guide and support Knowledge Management processes.
• Help improve the user experience and reduce unnecessary support tickets by making relevant information easily available.

We are seeking an experienced Customer Experience Strategist with a strong background in ServiceNow Knowledge Management and Knowledge Base development. This individual will play a key role in expanding and establishing the organization’’s knowledge presence within ServiceNow. The role will work closely with internal business partners to understand their intake processes, workflows, and documentation needs and help transform that information into a structured, centralized, and easy-to-use knowledge experience. The ideal candidate will have hands-on experience with ServiceNow Knowledge Management, creating knowledge structures, templates, workflows, governance processes, and content review cycles., * 5+ years of relevant experience preferred.

• Strong hands-on experience with ServiceNow.
• Experience with ServiceNow Knowledge Management and/or Knowledge Base (KB).
• Experience creating and managing knowledge articles, templates, workflows, and content structures.
• Strong understanding of Knowledge Management frameworks, governance, ownership, and review processes.
• Experience working with cross-functional teams and business stakeholders.
• Ability to understand business processes and translate them into organized, user-friendly knowledge content.
• Strong communication, documentation, and stakeholder management skills., * Knowledge Management certification or training.
• Experience with KMI or similar Knowledge Management frameworks.
• Experience establishing or expanding a Knowledge Management function or Knowledge Base.
• Exposure to ServiceNow capabilities beyond Knowledge Management.
• Familiarity with ServiceNow AI or AI-enabled knowledge capabilities is a plus.
• Healthcare industry experience is helpful but not required.

Lumen SolutionsGroupInc. is a technology consulting Services company based inFlorida. Weprovidea wide array of experienced business and IT professionals supporting clients from solution design to implementation and support.We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, and EnterpriseTransformation.