ServiceNow Knowledge Management Business Analyst – Remote EST Hours – W2 Only – $55-$62/hr

Apex Systems

ServiceNow Knowledge Management Business Analyst – Remote EST Hours – W2 Only – $55-$62/hr

Now hiring a Knowledge Management Manager, similar to a Business Analyst, to join the IT Service Management Group at a Top 20 US Bank.

Required: ITIL/ITSM background, ITSM platform experience (ServiceNow, ShareWell, Micro Focus or LANDESK)

Location: Remote in the United States

Duration: 6-18 month W2-only contract to hire

Terms: W2 (no option for C2C or 1099), weekly pay cycle, benefit options, paid for hours worked

W2 Pay: $55-62.07/hr

Job Summary:

The Knowledge Management Manager is the primary resource responsible for management and oversight of knowledge within our ITIL framework using ServiceNow. This individual will be responsible for developing and implementing strategies to capture store and share knowledge across the organization enhancing our IT service delivery and support capabilities. This individual will also be responsible for managing relevant ITSM training material as required by the Knowledge Management process or ServiceNow platform team.

• Develop and implement a comprehensive knowledge management strategy aligned with ITIL best practices.
• Collaborate with cross-functional teams to identify knowledge gaps and areas for improvement.
• Leverage experience in an enterprise ITSM platform to optimize the knowledge management module for efficient content creation categorization and retrieval.
• Work closely with subject matter experts to create and maintain accurate up-to-date and user-friendly knowledge articles.
• Ensure consistency and quality in the creation and formatting of knowledge content.
• Implement procedures to encourage and facilitate knowledge sharing among IT staff.
• Conduct training and education as required to promote best practices in knowledge management.
• Establish and manage key performance indicators KPIs to measure the effectiveness of knowledge management initiatives.
• Generate and analyze reports to identify trends areas for improvement and successful strategies.
• Proactively identify opportunities for process improvement and efficiency gains within the knowledge management function.
• Collaborate with IT teams to integrate knowledge management into daily operations seamlessly.
• Work with ServiceNow as required to manage learning opportunity for process stakeholders

Desired Skills:
• ITIL certification is strongly preferred.
• Experience liaising across internal teams. Be comfortable to reach out, set and facilitate meetings.
• Experience with Knowledge Management in an enterprise level environment.
• Familiarity with an ITSM platform, particularly the knowledge management module.
• Experience in developing and implementing knowledge management strategies.
• Strong document skills.
• Detail-oriented.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.