ServiceNow Knowledge Management Lead

Title:

Knowledge Management Lead

Duration:

3-year, W2 Contract

Visa:

USC or GCH Only 

Location:

Fully Remote, EST Hours

Role Overview:

The Knowledge Management Lead is responsible for embedding institutional knowledge into the Service-Aware operating model. This role ensures that architectural intent, Greenfield logic, and operational insight are captured, governed, and made actionable across the platform.

Rather than maintaining a passive repository, the Knowledge Management Lead transforms knowledge into a living asset that supports service operations, automation, and resilience.

Strategic Purpose:

The Knowledge Management Lead operates at the intersection of people, platform, and automation. This role ensures the Service Data Fabric includes not just data and topology, but verified operational intelligence.

By implementing KCS and tightly coupling knowledge to services and CIs, the Knowledge Management Lead enables faster resolution, safer automation, and sustained operational maturity.

Key Responsibilities: Knowledge-Centered Service (KCS) Adoption

• Design and lead the adoption of KCS practices
• Ensure knowledge is created and maintained as a byproduct of delivery and support
• Embed accountability for knowledge ownership

Service-Linked Knowledge & Data Fabric Integration

• Partner with CMDB / CSDM Data Stewards to map knowledge to services and CIs
• Ensure articles align with CSDM 5.0 service models
• Prevent orphaned or context-free documentation

AIOps & Automation Enablement

• Develop Knowledge-to-Action workflows supporting automated and guided remediation
• Enable AIOps tools to surface relevant articles during event correlation
• Support predictive impact analysis with verified knowledge

Governance, Quality & Hygiene

• Establish scoring and audit mechanisms for knowledge accuracy and relevance
• Prevent knowledge debt and outdated guidance
• Align articles with Policy as Code and governance standards

Self-Service & Experience Optimization

• Collaborate with Developers to deliver context-aware knowledge in Portal and Workspace
• Improve self-service effectiveness and user confidence
• Reduce dependency on manual support channels

Cultural Enablement

• Support the OCM Lead in service owner enablement
• Train service owners to curate and maintain knowledge for their domains
• Reinforce knowledge as a shared operational responsibility

Required Qualifications

• Extensive experience leading enterprise Knowledge Management initiatives
• Strong understanding of Knowledge-Centered Service (KCS) methodology
• Hands-on experience with ServiceNow Knowledge Management
• Ability to align knowledge strategy with service operations and automation

Preferred Qualifications

• Experience supporting Service-Aware or service-centric operating models
• Familiarity with AIOps and automation-driven remediation
• Background in large-scale or regulated enterprise environments
• KCS or ServiceNow certifications

Measures of Success

• Knowledge articles accurately mapped to services and CIs
• Improved resolution speed through contextual knowledge delivery
• Reduced reliance on tribal knowledge
• Sustained knowledge quality with measurable adoption and usage

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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