ServiceNow ITSM Knowledge Manager

Emory Healthcare•Tucker, GA

23h•Remote

About The Position

Emory Healthcare is seeking a ServiceNow ITSM Knowledge Manager to serve as a subject matter expert and strategic leader for the Knowledge Management (KM) practice. This role is responsible for establishing, maturing, and governing enterprise-wide Knowledge Management capabilities in alignment with ITIL and ITSM best practices. Knowledge Management is a foundational capability that directly impacts service quality, self-service adoption, and the overall user experience. This role provides dedicated focus to mature KM practices, fully leverages ServiceNow Knowledge Management, and enhances the Digital Service Center (formerly Employee Center) experience. The Knowledge Manager will partner closely with ITSM process owners, Digital teams, and business stakeholders to ensure knowledge is accurate, scalable, sustainable, and value-driven.

Requirements

Bachelors Degree in IT related field. 5 years of Information Technology experience.
ITIL Foundations and IT Service Management certifications preferred.
7 years Information Technology experience required in lieu of a degree.

Nice To Haves

ITIL Foundation Certification
Strong expertise in ServiceNow Knowledge Management
Experience designing and governing enterprise Knowledge Management practices
Hands-on experience with ServiceNow Platform Analytics and Performance Analytics
Strong reporting and analytical skills with the ability to translate data into actionable insights
Experience creating and managing SharePoint sites for documentation and collaboration
Experience improving digital and self-service user experiences
Strong facilitation, communication, and stakeholder engagement skills
Demonstrated ability to lead through influence and drive adoption across team
Power BI experience for dashboard creation and executive reporting
Experience developing and delivering ITSM training materials
Strong analytical, organizational, and communication skills
High level of accountability, attention to detail, and follow-through

Responsibilities

Serve as the Knowledge Management Subject Matter Expert (SME) and lead for the effective and efficient operation of Knowledge Management within the ServiceNow platform.
Establish and mature enterprise-wide Knowledge Management governance, including roles, responsibilities, and operating models.
Develop, document, and formalize KM policies, procedures, workflows, standards, and quality expectations.
Ensure the ServiceNow Knowledge Base is accurate, current, scalable, and sustainable.
Drive Knowledge Management adoption across ITSM practices and business teams.
Partner with ITSM process owners (Incident, Problem, Change, Request, and others) to embed knowledge capture and reuse into operational workflows.
Enhance and evolve the Digital Service Center (Employee Center) user experience through high-quality, user-centered knowledge content.
Support upcoming initiatives and implementations
Own the structure, taxonomy, and governance of the ServiceNow Knowledge Base.
Ensure knowledge articles follow defined templates, lifecycle states, review cycles, and approval workflows.
Develop, maintain, and analyze KPIs, metrics, dashboards, and reports using ServiceNow Platform Analytics and Performance Analytics.
Monitor knowledge usage, effectiveness, search behavior, deflection rates, and content quality.
Leverage data and insights to continuously improve knowledge relevance, usability, and value.
Utilize SharePoint to design and maintain KM-related sites, documentation repositories, governance materials, and collaboration spaces.
Partner with leadership to provide reporting that demonstrates KM value, adoption, and impact.
Establish a foundational Knowledge Management framework that supports long-term scalability and maturity.
Define and implement a quality management process for Knowledge Management, including audits, reviews, and corrective actions.
Identify gaps, risks, and improvement opportunities through data analysis and stakeholder feedback.
Research industry best practices and recommend enhancements to KM workflows, governance, and tooling.
Ensure KM practices are repeatable, sustainable, and persist beyond the engagement.
Support organizational readiness for future growth, transformation, and technology implementations.
Act as a trusted business partner to ITSM leaders and stakeholders.
Develop and deliver Knowledge Management training for ITSM users, content contributors, and support teams.
Coach teams on effective knowledge creation, maintenance, and reuse.
Promote a culture of knowledge sharing, continuous learning, and self-service enablement.
Provide guidance and recommendations to leadership on KM strategy, priorities, and investments.
Stabilize and enhance the existing ServiceNow Knowledge Base.
Improve self-service outcomes by increasing knowledge quality, findability, and usability.
Reduce operational risk by addressing single points of failure related to undocumented knowledge.
Support ITSM initiatives, projects, and cross-functional efforts as assigned.
Perform additional duties as assigned.
Participate in on-call rotation as scheduled and assist with on-call planning.