ServiceNow Knowledge Management Strategist

Key Responsibilities

• Support the implementation and adoption of ServiceNow Knowledge Management.
• Create knowledge templates, workflows, and publishing standards.
• Manage knowledge content creation, migration, review, approval, and publishing.
• Establish knowledge ownership, governance, and lifecycle processes.
• Work with business stakeholders and SMEs to understand processes and translate them into usable knowledge content.
• Capture customer needs and support human-centered design and customer experience initiatives.
• Collaborate with cross-functional teams and present recommendations to leadership.
• Drive continuous improvement of the organization’s knowledge management program.

Required Qualifications

• Strong hands-on ServiceNow Knowledge Management / Knowledge Base experience.
• Experience creating knowledge templates and workflows.
• Experience with knowledge content creation, migration, review, and publishing.
• Experience establishing knowledge ownership and governance.
• 5+ years of ServiceNow experience preferred/minimum target.
• Strong stakeholder management, communication, and presentation skills.
• Ability to translate business processes into clear, user-friendly knowledge content.
• Bachelor’s degree in Marketing, Business, Design Strategy, or related field.
• 8+ years of experience in product management, marketing strategy, design strategy, or marketing project management.
• Education Alternative: An additional 4 years of relevant experience may substitute for the bachelor’s degree.

Preferred Qualifications

• ServiceNow Knowledge Management or related certifications.
• KMI (Knowledge Management Institute) certification.
• Experience with human-centered design and customer experience strategy.
• Strong executive presence and ability to influence senior leadership.
• Experience with qualitative and quantitative research.
• Strong Microsoft Office and/or Adobe Suite skills.

Pay

TBD

Schedule

100% Remote

Benefits

N/A

Company Description

Lumen Solutions Group Inc. is a technology consulting Services company based in Florida. We provide a 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 Enterprise Transformation.

Job Title

ServiceNow Knowledge Management Strategist

Location

Remote

Job Type

Contract