Job Title: Global Knowledge Management Process Specialist
Work Location: Prefer onsite but manager will review remote workers. Remote workers must be in the United States and able to work Eastern Standard time hours.

Duration: 6 months to start but could be extended to 12 months

ServiceNow experience preferred. KCS background a plus.

• 5+ years of direct experience in Knowledge Management (KM), Knowledge-Centered Service (KCS), or related positions in a B2B environment.
• Solid understanding of enterprise Knowledge Management and support portal (e.g., ServiceNow) technology, information architecture and taxonomies. ServiceNow experience preferred.
• Experience working in an IT Service Management organization and ITIL awareness a plus.

Job Description:

• Solid understanding of enterprise Knowledge Management and portal technology. ServiceNow experience required. Experience with Client ALM application a plus.
• 5+ years of direct experience in Knowledge Management (KM) process and technical support.
• Experience working in an IT Service Management organization, ITIL and IT Development lifecycle management.


Requirements
• Excellent technical and analytical skills. Must be detail oriented and must be able to articulate process, technical gaps, issues and make recommendations for improvement
• Demonstrated ability to work independently and as part of a team
• Solid understanding of enterprise Knowledge Management and support portal (e.g., ServiceNow) technology, information architecture and taxonomies. ServiceNow experience required.
• Experience with Client ALM required.
• Strong writing, interpersonal communication skills and proven ability working directly with key stakeholders, team members, technical experts, and professional staff
• Organized and efficient, with the ability to stay on schedule under tight, frequently changing business deadlines.
• Understanding of knowledge creation best practices (capture, authoring and organization of information across multiple channels).
• Direct experience translating complex ideas and information to produce organized, guided resources and procedural documentation to enhance the self-service experience.
• Ability to develop and deliver training content in various channels and formats including live remote and recorded presentations and demonstrations.
• Ability to coach groups and individual knowledge contributors in KM best practices, e.g., using step/action commands, importance of article titling, etc.
• Ability to create meaningful scheduled and ad hoc reports, analyze knowledge data and translate to consumable and actionable monthly metrics.
• Expert knowledge of Microsoft Office suite (Excel, Word, PowerPoint, Visio, etc.) Outlook and SharePoint.