Knowledge Management Process Owner in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Knowledge Management Process Owner in United States.

This role is central to shaping how organizational knowledge is captured, governed, and reused across IT service operations within a structured, ITIL-aligned environment. The position focuses on ensuring that knowledge assets are accurate, accessible, and continuously improved to support faster incident resolution and stronger service delivery outcomes. You will define and evolve knowledge management processes while ensuring consistency, compliance, and usability across teams. Working closely with service management, technical, and compliance stakeholders, you will help embed knowledge practices into daily operations and drive adoption at scale. The environment is highly collaborative, data-driven, and focused on continuous improvement through modern ITSM tools. This is a key opportunity to influence service quality and operational efficiency through effective knowledge governance.

In this role, you will own the end-to-end Knowledge Management process within an ITIL-based ITSM framework, ensuring alignment with organizational and contractual standards. You will define, document, and maintain policies, workflows, and governance structures that guide knowledge lifecycle management.

• Establish and manage Knowledge Management processes, standards, KPIs, and reporting to measure effectiveness and maturity
• Oversee knowledge lifecycle activities including creation, review, approval, publication, maintenance, and retirement
• Serve as functional owner of the Knowledge Management module in ServiceNow, including structure, access, and workflow configuration
• Ensure knowledge quality, consistency, compliance (including accessibility standards such as Section 508), and usability across the organization
• Drive continuous service improvement initiatives focused on knowledge reuse, resolution speed, and operational efficiency
• Collaborate with technical teams, administrators, and stakeholders to optimize ServiceNow workflows and enable AI-driven knowledge usage
• Provide training, guidance, and support to promote effective knowledge creation and adoption across teams

This role requires experience in IT service management environments with a strong focus on process design, documentation, and knowledge systems. You should be comfortable working with cross-functional teams and translating operational needs into structured, scalable processes.

• Bachelor’s degree in IT or related field, or equivalent practical experience
• 1+ year of experience in Knowledge Management, ideally within ServiceNow ITSM environments
• Strong understanding of ITIL concepts, particularly Incident, Problem, and Service Management integration
• Experience creating and maintaining process documentation, workflows, and governance frameworks
• Analytical mindset with a focus on continuous improvement and performance measurement
• Strong communication and stakeholder management skills
• Familiarity with ITSM metrics, AI-driven ITSM tools, or ServiceNow analytics is a plus
• ITIL Foundation certification preferred or willingness to obtain within 6 months

• Remote work flexibility across approved locations
• Full-flex work schedule supporting work-life balance with defined core hours
• Comprehensive medical, dental, and vision insurance options
• 401(k) retirement plan with company match
• Paid time off, holidays, parental leave, and additional leave programs
• Professional development support including training, certifications, and internal mobility opportunities
• Access to modern technologies and structured learning environments
• Employee wellness and assistance programs.