Knowledge Architect for ServiceNow Platform

1 week ago

Sydney, New South Wales, Australia beBeeKnowledge Full time $120,000 - $140,000

Transforming Knowledge into Business Impact

Job Description:

As a dynamic and forward-thinking Knowledge Management Specialist, you will lead the charge in revolutionizing how our teams access, share, and apply knowledge through our cutting-edge ServiceNow platform.

Key Responsibilities:
  • Develop and execute a strategic Knowledge Management adoption plan that aligns with business goals and drives engagement with ServiceNow as the central knowledge hub for IT Service Management processes.
  • Collaborate closely with cross-functional teams (e.g. IT, service delivery, internal communications) to embed KM practices seamlessly into daily workflows and business processes.
  • Monitor usage and engagement metrics within ServiceNow, using actionable insights to refine content, enhance discoverability, and inform future campaigns.
  • Design and deliver engaging learning experiences through interactive guides, walkthroughs, and short videos, while leading training sessions, onboarding support, and awareness initiatives to build confidence and capability in using ServiceNow for knowledge management.
  • Ensure content is intuitive and user-centric, aligning it with stakeholder needs and organisational objectives.
  • Continuously improve KM systems and processes through regular audits, stakeholder feedback, and data-driven enhancements.
Requirements:
  • Strong understanding of Knowledge Management principles, particularly in service delivery environments.
  • Proven experience with ServiceNow or similar platforms, including knowledge base configuration, user engagement, and adoption strategies.
  • Exceptional communication and facilitation skills, with the ability to engage diverse stakeholders and translate technical concepts into practical guidance.
  • Content design and enablement expertise, including creating visual guides, walkthroughs, and training materials.
  • Data-driven mindset, with the ability to interpret usage metrics and feedback to inform KM practices.
  • Project coordination skills, with experience running awareness campaigns, workshops, and onboarding initiatives.
  • Familiarity with accessibility and content standards, ensuring materials are inclusive and aligned with organisational policies.
  • Collaborative approach, working across teams to embed KM into business processes and support continuous improvement.

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