Knowledge Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are seeking a manager to join our Operational Excellence and Governance team (OE&G), within Global People Operations, to lead the Global Knowledge and Policy Management function. The scope of this role will encompass all knowledge-related activities, the governance and maintenance of knowledge assets, including Knowledge Base Articles, Virtual Assistance chats and Generative AI search results. You will also lead process change resulting from new/updated policy management in line with best practices shared by other Knowledge groups within ServiceNow.

The ideal candidate is highly experienced in Knowledge-Centered Service (KCS), a subject matter expert in the Now platform, and well-versed in policy management and operational excellence.  Previous experience working in a shared services environment is a plus and this role requires a candidate who is comfortable with interacting with all levels, including senior management, payroll, benefits, Digital Technology, and Human Resource Business Partners (HRBPs)  and legal teams. You will partner cross-functionally and globally to deliver services, processes, and initiatives to our employees through the ‘moments that matter’ in the employees’ lifecycle.

Reporting to the Operations Excellence and Governance Senior Manager, you will be a critical member of the OE&G leadership team and will ensure execution of our strategic initiatives to focus on our customers, deliver outstanding employee experiences, inspire each other, and improve operational effectiveness.

What you get to do in this role: 

• Creates and manages Knowledge & Direct Access strategy and execution.
• Champions and drives implementation of COE Model of Knowledge
• Liaises between the COE Knowledge Coordinators to analyze knowledge trends and metrics monthly, working towards improvement of available information and resources.
• Maintains strong connection with the Global People Operations Care team to analyze case drivers and making connections in trends with topical knowledge availability.
• Works hand in hand with the DT team and other ServiceNow clients and Knowledge teams to share best practices, implement new technologies to drive best in class knowledge and direct access outcomes
• Works closely with the PMO and Product teams to fully understand their Roadmap and potential Knowledge impacts in the pipeline.
• Acts as a stakeholder in the Intake change management work to review requests for any Knowledge impacts.
• Maintains and drives pipeline of Virtual Assistant, AI Search, and Direct Access Improvements
• Drives organization direct access goals.
• Drives radical improvement of case deflection, first establishing the baseline metric.
• Develops and maintains instructional content for content owners and end users
• Leads and trains knowledge content owners in technical and processes-focused standards
• Consults with internal clients to develop solutions that leverage Knowledge
• Reviews and analyzes content and performance metrics to recommend new organizational methodologies
• Monitors progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy
• ·Provides relevant coaching, training and support to champion a knowledge management culture

To be successful in this role, you have: 

• Experience in ServiceNow Human Resources Service Delivery (HRSD)
• Experience in designing and managing large Knowledge Management programs
• 1-2 years experience within a Knowledge Management role
• KCS certification preferred or willingness to work towards a KCS certification within first 6 months in role
• Extensive experience with organization methodologies for large volumes of content including content architectures and metadata
• Ability to understand existing content structure and use-cases to help guide new structure implementation
• Critical thinking, analysis, troubleshooting, and problem-solving expertise
• Ability to communicate with and manage stakeholders outside the enablement organization, build a team of advocates
• Advanced proficiency with the entire Microsoft Office Suite, with an emphasis on Excel, Word and PowerPoint
• Strong written and verbal communication skills with proven ability to initiate and manage relationships with customers at all levels
• Ability to work independently and as part of a team in a highly dynamic and fast-paced environment
• A ‘can do’ attitude related to dynamic situations, challenges and customers
• Strong business, industry and program knowledge to be effective in delivering assigned programs
• Ability to provide knowledge support and guidance regarding delivery processes, tools and technology in support of learning
• Bachelor's degree in Human Resources, business, technology or other related field or equivalent experience.
• Exceptional project management and organization skills
• Strong strategic-thinking skills with an ability to collaborate with team members on best practices and an ability to influence stakeholders on key initiatives

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas 

We lead with flexibility and trust in our distributed world of work. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here. 

Equal Opportunity Employer 

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations 

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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