Vacancy expired!
Job Description
What you get to do in this roleTheProcess Manager, Knowledge Managementisaccountable fortheprocesses and practices thatensure effective,efficient capture, curation,and sharing of knowledge by ServiceNow’sGlobal Cloud Service (GCS)operations and infrastructure teams.
As ServiceNow continues to grow and evolve, so will this role.A successful candidatewill beinnovative, flexible,andself-motivated. The ability to function under some ambiguity in a fast-paced environment is essential. If you enjoy working in a dynamic environment, together with other talented staffto deliver world-class services, this is the career opportunity for you!
Responsibilities:- Design, implement,and continually improveknowledge managementrelated processes,tools,and supportingassets
- Drivecompliance withagreedknowledge management policies, practices, and standards
- Create and deliver training on the development and management of documentation and other knowledgeresources
- Analyze feedback, usage statistics, and other data to prioritize creation and improvement of knowledgeresources
- Actively monitorknowledge managementprocessesand resolveidentifiedissuesin a timelymanner
- Maintainand utilize asuitable suite of metrics andmeasures
- Perform hands-on management of knowledge resources and relatedartifacts
- Bachelor’s degree or the equivalent in education and experience
- Demonstrated ability to manage an ongoing program both tactically andstrategically
- Strong organizational, self-directed, analytical,and decision-making skills to thrive with aggressive time sensitivedeadlines
- Strong collaboration skills, and an ability to interoperate effectively withbothtechnical staffand seniormanagement
- Ability to quickly learnand applynew conceptsandskills
- Solid in-person and remote presentation skills
- Proven excellence authoring and editing in a technicalenvironment
- Hands-onknowledge base management experience
- Workingknowledge of HTMLfundamentals
- AdvancedMicrosoft Word,Excel, PowerPoint, and Visio skills
- Previoussupport and collaborationexperiencewithina global organization
- Previous experience withcontinualprocessimprovement
- Firm grasp ofweb-based services,cloudcomputing, and related technologies
- ITIL Foundationcertificationor equivalent knowledge of ITIL/ITSM
- Previous experience with ServiceNow or similar products
Qualifications
RequiredSkills:- Bachelor’s degree or the equivalent in education and experience
- Demonstrated ability to manage an ongoing program both tactically andstrategically
- Strong organizational, self-directed, analytical,and decision-making skills to thrive with aggressive time sensitivedeadlines
- Strong collaboration skills, and an ability to interoperate effectively withbothtechnical staffand seniormanagement
- Ability to quickly learnand applynew conceptsandskills
- Solid in-person and remote presentation skills
- Proven excellence authoring and editing in a technicalenvironment
- Hands-onknowledge base management experience
- Workingknowledge of HTMLfundamentals
- AdvancedMicrosoft Word,Excel, PowerPoint, and Visio skills
- Previoussupport and collaborationexperiencewithina global organization
- Previous experience withcontinualprocessimprovement
- Firm grasp ofweb-based services,cloudcomputing, and related technologies
- ITIL Foundationcertificationor equivalent knowledge of ITIL/ITSM
- Previous experience with ServiceNow or similar products
Additional Information
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or[emailprotected]for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Vacancy expired!