Website:
triluxtech.com
Job details:
100% Remote Role
Permanent position
Job Title: ServiceNow Knowledge Management Specialist
Required:
• Hands-on experience with *ServiceNow Knowledge Management module* (article creation, workflows, versioning)
• Strong *technical writing* skills — ability to simplify complex processes into clear, user-friendly content
• Familiarity with *ITIL Knowledge Management* processes
• Experience working with *incident, problem, and change management* teams to source content
• Ability to manage multiple articles and stakeholders simultaneously
• Proficiency in *ServiceNow Service Portal* and how KB articles are surfaced to end users
Good to Have:
• ServiceNow *CSA or CIS* certification
• Experience with *AI Search / Virtual Agent* integration with Knowledge Base
• Exposure to *HRSD or CSM* knowledge bases (not just ITSM)
• Basic understanding of HTML for article formatting in ServiceNow
• Knowledge of *Now Assist* or generative AI features for knowledge authoring
Role Overview:
We are looking for a detail-oriented ServiceNow Knowledge Management Specialist to own, build, and maintain the Knowledge Base within the ServiceNow platform. The role requires someone who can work closely with technical teams, subject matter experts, and end users to ensure knowledge articles are accurate, structured, and actionable.
Key Responsibilities:
• Create, review, edit, and publish Knowledge Articles in ServiceNow across multiple knowledge bases
• Work with SMEs (Subject Matter Experts) across IT, HR, and Operations to capture tribal knowledge and convert it into structured articles
• Maintain article lifecycle — drafting, review workflow, approval, publishing, archiving, and retirement
• Ensure articles follow defined templates, tone, and formatting standards
• Monitor article feedback, ratings, and search deflection metrics; continuously improve content quality
• Identify knowledge gaps through incident trends, repeat tickets, and user feedback
• Manage knowledge base structure — categories, subcategories, article types (How-To, FAQ, Reference)
• Collaborate with the ServiceNow platform team for KB configuration, user roles, and workflow setup
• Support self-service portal adoption by ensuring relevant articles are surfaced correctly
• Generate reports on KB health — article usage, outdated content, coverage gaps
• Train and guide other contributors on knowledge authoring best practices
Soft Skills:
• Strong attention to detail and ownership mindset
• Comfortable interviewing SMEs and translating verbal input into written content
• Proactive in identifying gaps without waiting to be told
• Collaborative and comfortable working across departments
Key Metrics This Role Owns:
• Article deflection rate (tickets avoided due to KB self-service)
• Article quality score and user ratings
• % of articles reviewed/updated within SLA
• KB coverage against top incident categories
Click on Apply to know more.