ServiceNow Knowledge Manager

Role Overview

We are looking for a capable and proactive ServiceNow Knowledge Manager to support a remote team in the Greater Kolkata Area. This role is central to building, organizing, governing, and continuously improving the ServiceNow Knowledge Management environment so that information is easy to find, accurate, and useful for both internal teams and external users.

Core Scope

• Set up, manage, and enhance the ServiceNow Knowledge Management module, covering article creation, grouping, review processes, and controls for the full content lifecycle.
• Create and maintain a clear knowledge taxonomy and content framework, working closely with subject matter experts to keep articles well-structured, relevant, and accurate.
• Define and enforce article templates, metadata rules, tagging practices, and publishing guidelines to maintain consistency and improve searchability.
• Oversee the end-to-end lifecycle of knowledge content, including drafting, reviewing, approving, publishing, retiring, and archiving according to governance standards.
• Monitor knowledge base performance through analytics and KPIs such as article usefulness, call or ticket deflection, and opportunities to reuse existing content, then act on the insights gathered.
• Promote Knowledge-Centered Service (KCS) methods by coaching authors, supporting quality checks, and reinforcing best practices.
• Coordinate with IT, process owners, and business stakeholders so the knowledge base supports wider enterprise objectives and service delivery requirements.

Key Responsibilities

• Own content governance across the full article lifecycle, ensuring knowledge stays current, accurate, and dependable.
• Define and maintain knowledge base structure, categorization, naming standards, and metadata conventions to support clear navigation and usability.
• Review, approve, and audit articles for quality, accuracy, and consistency, and identify content that needs updates, consolidation, or retirement.
• Use reporting, user feedback, and performance trends to identify content gaps and improve self-service effectiveness.
• Work with SMEs, trainers, IT teams, and business units to align articles with operational needs and organizational best practices.
• Manage access rights and permissions for creators, editors, and approvers to protect content integrity and prevent unauthorized changes.
• Encourage knowledge sharing by capturing solutions from incidents and responding to feedback so content remains relevant and easy to use.
• Produce reports on usage trends, governance compliance, and recurring support issues, and help lead initiatives to close knowledge gaps proactively.

Experience Requirement

The role calls for 3 to 5 years of relevant work experience, including hands-on exposure to ServiceNow and related knowledge management practices.

Additional Information

This position is remote. The role is with Brink’s Inc and is based for candidates in or around the Greater Kolkata Area.