Work Set Up: Onsite Job Description: We are seeking a highly skilled and detail-oriented Senior ServiceNow Knowledge Management Administrator to oversee and enhance the daily operations of the Knowledge Management module within the ServiceNow platform. The ideal candidate will bring over a decade of experience in IT service management, with deep expertise in knowledge article management, taxonomy design, lifecycle governance, and continuous improvement initiatives. Key Responsibilities: Oversee the administration and day-to-day maintenance of the ServiceNow Knowledge Management module as part of ongoing operational support. Manage and curate knowledge articles, ensuring they are accurate, up to date, relevant, and aligned with organizational standards. Perform regular content audits to identify and address outdated, duplicate, or low-value articles. Partner with content owners and subject matter experts (SMEs) to develop, update, and decommission knowledge articles as needed. Define and uphold a consistent knowledge taxonomy, metadata structure, and categorization to improve findability and user experience. Analyze article usage data, user feedback, and search trends to inform continuous improvement efforts. Enforce knowledge governance policies, including publishing standards, approval workflows, and access controls. Support compliance and audit activities by maintaining accurate records and reporting on knowledge content. Collaborate with ServiceNow developers and cross-functional teams to implement system enhancements and troubleshoot issues. Qualifications: Bachelor's degree in Information Systems, Library Science, Knowledge Management, or related field. 10+ years of experience in IT service management or knowledge management roles. 3+ years of hands-on experience administering ServiceNow Knowledge Management. Strong understanding of knowledge lifecycle processes and best practices. Experience with knowledge article templates, feedback mechanisms, and search optimization. Familiarity with ITIL framework and Knowledge-Centered Service (KCS) methodology. Excellent communication, documentation, and stakeholder engagement skills. Preferred Skills: ServiceNow Certified System Administrator or Certified Implementation Specialist - Knowledge Management. Experience with ServiceNow reporting and dashboards for knowledge analytics. Exposure to Service Portal customization and user experience design. Experience in regulated industries such as healthcare, finance, or government. Show more Show less