Platform Stewardship & Adoption:
Guide internal departments through the ServiceNow onboarding process, answering technical process questions and driving tool adoption.
Knowledge Infrastructure:
Stand up, configure, and manage ServiceNow Knowledge Management containers, categories, and structures to support stakeholder reviews.
Process & Template Design:
Create standardized workflows, article templates, and lifecycle guidelines inside the SN Knowledge module.
Stakeholder Engagement:
Partner closely with business leaders to translate their operational needs into ServiceNow KM structures; explain processes and benefits clearly to non-technical users.
Data & Analytics:
Review system statistics, usage metrics, and consumption habits to evaluate how the tool is being used and identify areas for improvement.
Documentation Lifecycle:
Author, maintain, and govern high-quality documentation for internal users. Help prepare the framework for expansion to external stakeholders This is a 9 month contract position (possible extensions) and is mostly remote (onsite 1x per QTR in Washington DC is required). Required Skills Required Qualifications & Experience
ServiceNow Expertise:
5+ years of hands-on experience working directly within the ServiceNow platform.
KM Specialization:
Proven, deep experience working with the ServiceNow Knowledge Management framework (Required).
Framework Mastery:
Complete familiarity with SN Knowledge Management structures, user criteria configuration, and workflow lifecycles.
Communication & Change Management:
Demonstrated ability to work closely with stakeholders, run training/informational sessions, and drive software adoption across diverse teams. Desirable Qualifications
Official ServiceNow Knowledge Management certifications.
Experience working within or alongside the Blue Cross Blue Shield (BCBS) network or the Federal Employee Program (FEP).

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