TUTTARVIK
• Govern creation, publication, and maintenance of GN knowledge articles.
• Implement KCS practices and coach teams on proper article creation.
• Improve ServiceNow Knowledge usability, taxonomy, and searchability.
• Ensure knowledge content supports shift-left strategies and reduces ticket volume.
• Collaborate with SMEs to develop technical and end-user documentation.
• Maintain quality standards and version control for knowledge content.
• Support portal content integration, FAQs, and self-service components.
Requirements
• Minimum 3-5+ years of experience in knowledge management, documentation, or service delivery.
• Degree or diploma in Information Management, Communications, Technical Writing, or related field.
• ITIL certification – preferred.
• KCS (Knowledge-Centered Service) certification – an asset.
• Experience working with ServiceNow Knowledge, Service Portal, or ITSM modules.
• Strong writing, communication, and editorial skills.
• Ability to design and maintain knowledge structures, workflows, and governance.
• Familiarity with ITSM processes, knowledge workflows, and self-service design.
• Ability to work with SMEs and technicians to produce clear, actionable content.
• Strong organization and attention to detail.
• Comfortable supporting user adoption, training material development, and documentation.
• Ability to work across diverse, multi-disciplinary teams.