🛠 Tech Stack

💼 About This Role

You'll own the end-to-end Knowledge Management process within an ITIL-based ITSM framework, ensuring alignment with organizational standards. You'll define policies, governance, and ServiceNow workflows to drive knowledge reuse and faster incident resolution. This role offers remote flexibility and a chance to influence service quality through effective knowledge governance.

🎯 What You'll Do

• Define and maintain Knowledge Management policies, workflows, and governance structures
• Oversee knowledge lifecycle activities including creation, review, and retirement
• Serve as functional owner of the Knowledge Management module in ServiceNow
• Drive continuous service improvement initiatives for knowledge reuse and efficiency

📋 Requirements

• 1+ year of experience in Knowledge Management, ideally within ServiceNow ITSM
• Strong understanding of ITIL concepts, particularly Incident, Problem, and Service Management
• Experience creating and maintaining process documentation and governance frameworks
• Analytical mindset with focus on continuous improvement and performance measurement

✨ Nice to Have

• Familiarity with ITSM metrics, AI-driven ITSM tools, or ServiceNow analytics
• ITIL Foundation certification preferred or willingness to obtain within 6 months

🎁 Benefits & Perks

• 🏠 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
• 🌱 Professional development support including training, certifications, and internal mobility

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Process Interview· 45 min