ServiceNow Knowledge Management Lead

Job

Insight Global

Philadelphia, PA (In Person)

Full-Time

Posted 3 days ago (Updated 2 days ago) • Actively hiring

Expires 6/29/2026

Apply for this opportunity

This job application is on an outside website. Be sure to review the job posting there to verify it's the same.

See Job Scorecard

Review key factors to help you decide if the role fits your goals.

How is this calculated?

Pay Growth

out of 5

Not enough data

Not enough info to score pay or growth

Job Security

out of 5

Not enough data

Calculating job security score...

Total Score

out of 100

Average of individual scores

Were these scores useful?

Skill Insights

Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.

Job Description

Job Description A client of Insight Global is seeking a hands-on ServiceNow Knowledge Management Lead to build and operationalize an enterprise-level Knowledge Management (KM) function from the ground up. This role will drive standardization, governance, and structure across knowledge articles within ServiceNow, improving consistency, usability, and AI-readiness. The consultant will partner closely with internal leadership and have strong influence over the KM framework, content standards, and overall strategy.

Key Responsibilities:

KM Build & Strategy

Stand up Knowledge Management capability from scratch within ServiceNow
Define structure, taxonomy, and standards for knowledge articles
Partner with stakeholders to create a scalable KM framework Platform Configuration
Configure knowledge bases, categories, and access controls in ServiceNow
Build workflows for article lifecycle (draft → review → publish → retire)
Integrate knowledge into Incident, Problem, and Request workflows Content Standardization
Clean up and rationalize existing knowledge articles
Establish templates, formatting standards, and consistency across content
Develop internal, external, and automation-ready knowledge articles Governance & Operating Model
Create ownership models and governance processes
Define policies, quality controls, and review/audit processes Adoption & Enablement
Drive usage across Service Desk, Field Support, and Engineering teams
Develop training materials, playbooks, and publishing best practices
Embed KM into day-to-day operations (shift-left strategy) Metrics & Continuous Improvement
Define KPIs (usage, reuse, deflection, quality)
Establish baseline metrics and reporting dashboards
Continuously improve KM effectiveness AI & Automation Alignment
Structure knowledge articles for chatbot/AI consumption
Ensure proper keywording, tagging, and search optimization
Support automation and self-service initiatives We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

To learn more about how we collect, keep, and process your private information, please review

Insight Global's Workforce Privacy Policy:

https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

7-10+ years of experience within ServiceNow Knowledge Management
Experience building KM functions or knowledge bases from the ground up
Expertise in taxonomy, tagging, workflows, and article structure
Ability to establish standards, governance, and scalable processes
Understanding of AI-readiness (keyword structuring, content formatting for automation/search)
Strong technical writing background and previous experience writing SOPs and training documents around ITSM/CMDB