Position: ServiceNow Product/Process Owner (Knowledge Management)

Start Date: 6/9/2025

Duration: Contract through March 2026 (likely to expend)

About the role: The ServiceNow team is looking for a Knowledge Management Product Owner/Process Owner to help improve how employees find and use information across the company. The resource will lead strategy for Knowledge Management as part of a major effort to modernize IT and HR services using the ServiceNow platform. They’ll work with teams across the organization to make sure knowledge is accurate, easy to find, and kept up to date. They’ll also review new ServiceNow features, help connect Knowledge Management with other processes, and make sure any updates are clearly communicated across the enterprise.

Top Skills:

• Must have at least two years’ experience as a Knowledge Mangement Product Owner
• Strong experience working in both the ITSM and HRSD modules
• ITIL Certification
• Exceptional communication skills with ability to drive projects with little-to-no direction from management.

Requirements:

•           8+ years as a ServiceNow Product/Process Owner in an enterprise environment

•           5+ years experienced in ServiceNow Knowledge Management module

•           Experience integrating knowledge bases with other ITSM modules (e.g., Incident, Problem, Change)

•           Strong understanding of ServiceNow architecture, with hands-on experience in workflows, roles, ACLs, and UI policies specific to Knowledge Management

•           Experience implementing or managing Knowledge-Centered Service (KCS)

•           Familiarity with AI-powered search and virtual agents in ServiceNow

•           ITIL Certification