Job Description
Knowledge Management/AI Specialist
Job Location:
New York City, New York
Location Flexibility:
Multiple Locations in Country
Req Id:
5626
Posting Start Date:
2/5/26
| Knowledge Management Specialist Responsibilities KM Strategy & Design • Define and operationalize KCS-aligned KM standards, principles, and guardrails across ITSM • Design KM frameworks covering: o Knowledge capture and reuse o Structure and taxonomy o Findability and relevance o Lifecycle management (review, validation, retirement) o Operating model and ownership • Establish and maintain “what goes where” rules across ServiceNow, Confluence, and SharePoint by knowledge type ITSM-Embedded KM Enablement • Embed KM directly into Incident, Problem, and Change workflows so knowledge is captured and improved as work is performed • Define triggers for knowledge creation and update (e.g., incident resolution, known errors, change execution) • Work with Service Desk and other IT support teams to: o Standardize operational KB articles, runbooks, and procedures o Align incident templates with knowledge structure o Improve first-contact resolution and resolution consistency ServiceNow Knowledge Enablement • Partner with ServiceNow Solution Architect and Developers to: o Design KM taxonomy, metadata, and CI alignment o Define lifecycle workflows, approval models, and reuse signals o Improve search relevance and findability • Ensure ServiceNow is used as the system of record for operational knowledge, aligned to governance and analytics needs L0 Self-Service & AI Readiness • Support L0 self-service pilots (AI-assisted and portal-based) by: o Preparing clean, structured, governed knowledge for consumption o Defining success metrics (deflection, confidence, discovery success) o Identifying content, metadata, and structural gaps impacting AI and self-service effectiveness • Partner with AI/Search specialists to ensure KM design enables future AI scaling without premature automation KM Governance & Operating Model • Define and implement federated KM governance, balancing central standards with distributed ownership • Establish clear RACI across ITSM, tower teams, knowledge owners, and platform teams • Support leadership cadence for KM reviews, metrics, and continuous improvement Metrics, Analytics & Continuous Improvement • Define and baseline KM performance metrics, including: o Knowledge reuse o Search success/failure o Deflection signals o Content gaps and decay • Use analytics to drive: o Targeted content improvement o Taxonomy and metadata tuning o Lifecycle discipline • Ensure KM remains measurable, outcome-driven, and improvement-oriented Change Enablement & Adoption • Work closely with OCM and Service Desk leads to: o Drive KM adoption and behavior change o Support training, coaching, and playbooks o Reinforce “knowledge as part of the job,” not documentation after the fact Required Qualifications Experience • 7+ years of experience in Knowledge Management, ITSM, Service Desk, or Digital Operations • Hands-on experience implementing KCS or KCS-inspired KM practices • Proven experience embedding KM into Incident, Problem, and Change workflows • Strong exposure to ServiceNow Knowledge and ITSM modules • Experience supporting self-service and/or AI-assisted knowledge discovery initiatives Skills & Capabilities • Deep understanding of: o Knowledge lifecycle management o Taxonomy, metadata, and findability o Operational knowledge vs. reference/policy knowledge • Ability to translate principles into practical standards, templates, and workflows • Strong analytical skills with the ability to use data to drive KM improvements • Excellent stakeholder engagement skills across technical and non-technical teams • Comfortable operating in ambiguous, evolving transformation environments Preferred Qualifications • KCS certification (KCS Practices, KCS Trainer, or equivalent) • Experience in large, regulated enterprises (financial services a plus) • Exposure to AI-enabled knowledge discovery or enterprise search platforms • Experience working with federated or multi-tower IT operating models |
Relocation Supported:
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