Staff Knowledge Manager

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Team   

Our Product Operations | Technical Training & Enablement team designs, develops, and delivers technical training and enablement for ServiceNow’s Product organization. We are passionate about making ServiceNow an incredible place to work for every employee and helping ServiceNow achieve its mission. We partner with leaders in our Engineering, Technical Support, Cloud Operations, and other technology teams to help them achieve their business objectives through learning solutions. 

Role

The Staff Knowledge Manager’s primary responsibilities will fall into two main areas. First, in the management and continuous improvement of the existing Regulated Markets Knowledge Program. Second, the Staff Knowledge Manager will work with Learning Business Partners, Instructional Designers, and subject matter experts to establish effective systems to organize and customize knowledge as part of a learning solution.

What you get to do in this role:    

• Knowledge Capture: The knowledge manager is responsible for capturing and documenting knowledge within the organization. This involves identifying valuable knowledge sources, such as employees, documents, and databases, and creating systems to capture and organize that knowledge effectively. The knowledge manager would also customize the knowledge to accurately apply to the organization, using specific examples that help relevant team members understand the context and the scope of the information.  
• Knowledge Organization and Taxonomy: The knowledge manager develops and maintains a taxonomy or classification system to categorize and organize Knowledge Base articles. 
• Knowledge Sharing: A key responsibility of a knowledge manager is to facilitate knowledge sharing within the organization. This may involve creating and managing knowledge repositories, intranet portals, or other platforms where employees can access and share knowledge with one another. 
• Knowledge Retrieval and Search: The knowledge manager ensures that knowledge is easily searchable and retrievable. This can involve implementing search tools, developing metadata standards, and optimizing search algorithms to help users find the information they need efficiently. 
• Technical Writing: Research, write, and ensure the accuracy of documentation for internal users supporting, developing, or operating the ServiceNow Platform. Work with subject matter experts to create highly technical, process documentation, troubleshooting guides, and system architecture references. Analyze current documentation to determine usability, identify inconsistencies across audiences, and recommend and make improvements to ensure consistent formatting, language, and style.
• Collaboration and Communication: The knowledge manager collaborates with the Learning Communications and Change Management Director to foster knowledge exchange. They may facilitate communities of practice, organize workshops or training sessions, and encourage the use of collaboration tools and platforms. 
• Continuous Improvement: The knowledge