Knowledge Management Process Owner

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Knowledge Management Process Owner in United States.

This role is central to shaping how organizational knowledge is captured, governed, and reused across IT service operations within a structured, ITIL-aligned environment. The position focuses on ensuring that knowledge assets are accurate, accessible, and continuously improved to support faster incident resolution and stronger service delivery outcomes. You will define and evolve knowledge management processes while ensuring consistency, compliance, and usability across teams. Working closely with service management, technical, and compliance stakeholders, you will help embed knowledge practices into daily operations and drive adoption at scale. The environment is highly collaborative, data-driven, and focused on continuous improvement through modern ITSM tools. This is a key opportunity to influence service quality and operational efficiency through effective knowledge governance.

Accountabilities:

In this role, you will own the end-to-end Knowledge Management process within an ITIL-based ITSM framework, ensuring alignment with organizational and contractual standards. You will define, document, and maintain policies, workflows, and governance structures that guide knowledge lifecycle management.

Establish and manage Knowledge Management processes, standards, KPIs, and reporting to measure effectiveness and maturity
Oversee knowledge lifecycle activities including creation, review, approval, publication, maintenance, and retirement
Serve as functional owner of the Knowledge Management module in ServiceNow, including structure, access, and workflow configuration
Ensure knowledge quality, consistency, compliance (including accessibility standards such as Section 508), and usability across the organization
Drive continuous service improvement initiatives focused on knowledge reuse, resolution speed, and operational efficiency
Collaborate with technical teams, administrators, and stakeholders to optimize ServiceNow workflows and enable AI-driven knowledge usage
Provide training, guidance, and support to promote effective knowledge creation and adoption across teams

Requirements:

This role requires experience in IT service management environments with a strong focus on process design, documentation, and knowledge systems. You should be comfortable working with cross-functional teams and translating operational needs into structured, scalable processes.

Bachelor’s degree in IT or related field, or equivalent practical experience
1+ year of experience in Knowledge Management, ideally within ServiceNow ITSM environments
Strong understanding of ITIL concepts, particularly Incident, Problem, and Service Management integration
Experience creating and maintaining process documentation, workflows, and governance frameworks
Analytical mindset with a focus on continuous improvement and performance measurement
Strong communication and stakeholder management skills
Familiarity with ITSM metrics, AI-driven ITSM tools, or ServiceNow analytics is a plus
ITIL Foundation certification preferred or willingness to obtain within 6 months

Benefits:

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
Paid time off, holidays, parental leave, and additional leave programs
Professional development support including training, certifications, and internal mobility opportunities
Access to modern technologies and structured learning environments
Employee wellness and assistance programs.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Knowledge Management Process Owner

Requirements:

Benefits:

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