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# ServiceNow Knowledge Management Consultant

- **Company:** CompuCom Systems Holding LLC
- **Location:** Charleston, WV, United States (Remote available)
- **Experience:** Expert
- **Salary:** $99,382.0 - $132,496.0
- **Contract:** Permanent contract
- **Skills:** Knowledge Management, Servicenow
- **Published:** October 9, 2026
- **Apply:** https://www.businessworkforce.com/job.asp?id=3426243499&tx=KK5353FFI&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

* Minimum 5+ years of experience in Knowledge Management, IT Service Management, technical documentation, or a related discipline
 * Hands-on experience with ServiceNow Knowledge Management and ITSM
 * Experience developing knowledge articles and organizing content within ServiceNow
 * Demonstrated experience establishing or improving Knowledge Management processes and governance
 * Strong technical writing, interviewing, facilitation, and content-development skills
 * Ability to translate technical information into clear, actionable documentation for a variety of audiences
 * Experience working with Service Desk data and operational teams to identify recurring issues and knowledge needs
 * Strong project management and organizational skills, with the ability to manage a content roadmap and drive deliverables to completion
 * Confident, proactive communication style with the ability to diplomatically challenge stakeholders, create accountability, and keep initiatives moving forward
 * Experience supporting a newly implemented or evolving ServiceNow environment preferred
 * Knowledge of ITIL and/or KCS methodologies preferred
 * Experience within financial services or another regulated enterprise environment preferred
 * Self-directed knowledge management professional who combines ServiceNow expertise with strong consulting and relationship skills
 * Must be comfortable working across levels of the organization, proactively pursuing information and deliverables, and turning the knowledge residing within busy IT teams into a structured, searchable, and sustainable knowledge base
 * Must be both strategic and hands-on, with the confidence and initiative to engage busy technical teams, extract essential information, and drive documentation through completion

## Description

* Partner with IT leaders and subject matter experts to capture processes, procedures, troubleshooting guidance, recurring issues, and other operational knowledge
 * Create, edit, standardize, and maintain knowledge articles within ServiceNow using established templates and standards
 * Analyze Service Desk case activity and recurring issues to identify knowledge gaps and opportunities for new content
 * Develop and maintain a prioritized Knowledge Management roadmap and content backlog based on business impact, support demand, and leadership priorities
 * Establish and reinforce practical governance for knowledge creation, review, approval, ownership, maintenance, and retirement
 * Facilitate working sessions with technical teams to efficiently capture knowledge when SMEs do not have the time or documentation expertise to create articles themselves
 * Provide management with visibility into knowledge priorities, content gaps, progress, and outstanding deliverables
 * Drive communication and coordination across IT and business units to improve alignment and adoption of Knowledge Management practices
 * Help establish sustainable processes and standards that can be maintained beyond the initial engagement