What are the responsibilities and job description for the Staff Knowledge Manager position at ServiceNow?
Job Description
Team
Our Product Operations | Technical Training & Enablement team designs, develops, and delivers technical training and enablement for ServiceNow’s Product organization. We are passionate about making ServiceNow an incredible place to work for every employee and helping ServiceNow achieve its mission. We partner with leaders in our Engineering, Technical Support, Cloud Operations, and other technology teams to help them achieve their business objectives through learning solutions.
Role
The Staff Knowledge Manager’s primary responsibilities will fall into two main areas. First, in the management and continuous improvement of the existing Regulated Markets Knowledge Program. Second, the Staff Knowledge Manager will work with Learning Business Partners, Instructional Designers, and subject matter experts to establish effective systems to organize and customize knowledge as part of a learning solution.
What you get to do in this role:
Knowledge Capture: The knowledge manager is responsible for capturing and documenting knowledge within the organization. This involves identifying valuable knowledge sources, such as employees, documents, and databases, and creating systems to capture and organize that knowledge effectively. The knowledge manager would also customize the knowledge to accurately apply to the organization, using specific examples that help relevant team members understand the context and the scope of the information.
Knowledge Organization and Taxonomy: The knowledge manager develops and maintains a taxonomy or classification system to categorize and organize Knowledge Base articles.
Knowledge Sharing: A key responsibility of a knowledge manager is to facilitate knowledge sharing within the organization. This may involve creating and managing knowledge repositories, intranet portals, or other platforms where employees can access and share knowledge with one another.
Knowledge Retrieval and Search: The knowledge manager ensures that knowledge is easily searchable and retrievable. This can involve implementing search tools, developing metadata standards, and optimizing search algorithms to help users find the information they need efficiently.
Technical Writing: Research, write, and ensure the accuracy of documentation for internal users supporting, developing, or operating the ServiceNow Platform. Work with subject matter experts to create highly technical, process documentation, troubleshooting guides, and system architecture references. Analyze current documentation to determine usability, identify inconsistencies across audiences, and recommend and make improvements to ensure consistent formatting, language, and style.
Collaboration and Communication: The knowledge manager collaborates with the Learning Communications and Change Management Director to foster knowledge exchange. They may facilitate communities of practice, organize workshops or training sessions, and encourage the use of collaboration tools and platforms.
Continuous Improvement: The knowledge manager is responsible for continuously improving knowledge management practices within the organization. This involves monitoring the effectiveness of knowledge management initiatives, gathering feedback, and implementing improvements based on lessons learned.
Training and Education: The knowledge manager may provide training and education to employees on knowledge management concepts, tools, and best practices. They may also act as a resource person or coach to support employees in their knowledge management activities.
Technology and Tools: The knowledge manager evaluates and implements knowledge management tools and technologies that facilitate knowledge capture, storage, retrieval, and sharing. They stay up to date with emerging trends and advancements in knowledge management systems and leverage them for the benefit of the organization.
Process Adoption: Works with knowledge base owners and stakeholders across ServiceNow to ensure KBs are technically accurate and maintained consistently. Responds to and addresses documentation feedback from customers and support. Coordinates the review and approval of technical documents for multiple audiences.
Team
Our Product Operations | Technical Training & Enablement team designs, develops, and delivers technical training and enablement for ServiceNow’s Product organization. We are passionate about making ServiceNow an incredible place to work for every employee and helping ServiceNow achieve its mission. We partner with leaders in our Engineering, Technical Support, Cloud Operations, and other technology teams to help them achieve their business objectives through learning solutions.
Role
The Staff Knowledge Manager’s primary responsibilities will fall into two main areas. First, in the management and continuous improvement of the existing Regulated Markets Knowledge Program. Second, the Staff Knowledge Manager will work with Learning Business Partners, Instructional Designers, and subject matter experts to establish effective systems to organize and customize knowledge as part of a learning solution.
What you get to do in this role:
Knowledge Capture: The knowledge manager is responsible for capturing and documenting knowledge within the organization. This involves identifying valuable knowledge sources, such as employees, documents, and databases, and creating systems to capture and organize that knowledge effectively. The knowledge manager would also customize the knowledge to accurately apply to the organization, using specific examples that help relevant team members understand the context and the scope of the information.
Knowledge Organization and Taxonomy: The knowledge manager develops and maintains a taxonomy or classification system to categorize and organize Knowledge Base articles.
Knowledge Sharing: A key responsibility of a knowledge manager is to facilitate knowledge sharing within the organization. This may involve creating and managing knowledge repositories, intranet portals, or other platforms where employees can access and share knowledge with one another.
Knowledge Retrieval and Search: The knowledge manager ensures that knowledge is easily searchable and retrievable. This can involve implementing search tools, developing metadata standards, and optimizing search algorithms to help users find the information they need efficiently.
Technical Writing: Research, write, and ensure the accuracy of documentation for internal users supporting, developing, or operating the ServiceNow Platform. Work with subject matter experts to create highly technical, process documentation, troubleshooting guides, and system architecture references. Analyze current documentation to determine usability, identify inconsistencies across audiences, and recommend and make improvements to ensure consistent formatting, language, and style.
Collaboration and Communication: The knowledge manager collaborates with the Learning Communications and Change Management Director to foster knowledge exchange. They may facilitate communities of practice, organize workshops or training sessions, and encourage the use of collaboration tools and platforms.
Continuous Improvement: The knowledge manager is responsible for continuously improving knowledge management practices within the organization. This involves monitoring the effectiveness of knowledge management initiatives, gathering feedback, and implementing improvements based on lessons learned.
Training and Education: The knowledge manager may provide training and education to employees on knowledge management concepts, tools, and best practices. They may also act as a resource person or coach to support employees in their knowledge management activities.
Technology and Tools: The knowledge manager evaluates and implements knowledge management tools and technologies that facilitate knowledge capture, storage, retrieval, and sharing. They stay up to date with emerging trends and advancements in knowledge management systems and leverage them for the benefit of the organization.
Process Adoption: Works with knowledge base owners and stakeholders across ServiceNow to ensure KBs are technically accurate and maintained consistently. Responds to and addresses documentation feedback from customers and support. Coordinates the review and approval of technical documents for multiple audiences.
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