Knowledge Management Lead

Join Verdantas – A Top #ENR 73 Firm, We at Verdantas, seeking for a Knowledge Management Lead to lead ServiceNow Knowledge Management, driving governance, content quality, self-service, and AI/Copilot-enabled knowledge solutions. Key Responsibilities: Knowledge Governance & Management Own the Knowledge Management strategy, roadmap, and operating model aligned with ITIL Knowledge Management practices Define and enforce knowledge governance policies, standards, and content guidelines Establish and enforce article ownership and accountability, including defined knowledge owners and contributors Define knowledge base structure, taxonomy, and access controls within ServiceNow Act as the Knowledge Management product owner, balancing platform capabilities and business needs Own the day-to-day operation of the ServiceNow Knowledge module, including publishing workflows, approvals, and content governance enforcement Knowledge Lifecycle Management Own the end-to-end knowledge lifecycle, including creation, review, approval, publication, maintenance, and retirement Enforce adherence to lifecycle processes across all teams, including mandatory reviews, approvals, and retirement of outdated content Ensure outdated, duplicate, or unused content is identified and addressed Establish workflows to support consistent content lifecycle execution across all teams Content Standards & Quality Management Define and enforce content standards for structure, format, and readability Ensure all articles are actionable, task-oriented, and audience-appropriate (end users vs. IT staff) Establish and maintain a single source of truth by eliminating duplicate or conflicting content Ensure knowledge is structured to support search effectiveness and AI/Copilot consumption Drive continuous improvement of content quality based on usage and feedback Cross-Functional Adoption & Enablement Drive adoption of ServiceNow Knowledge across IT and business functions (HR, Finance, Marketing, etc.) Partner with business stakeholders to define knowledge use cases, ownership models, and content structures Provide training, guidance, and onboarding for knowledge contributors and owners Establish ServiceNow as the centralized, authoritative platform for knowledge management across the organization Define and scale a federated knowledge ownership model enabling business units to create, manage, and maintain content within a governed framework Reporting, Metrics & Continuous Improvement Define and deliver knowledge performance metrics, including: Article usage and effectiveness Search success and self-service adoption Content quality and lifecycle compliance Provide reporting and insights to leadership on knowledge health and adoption Drive knowledge base cleanup initiatives, including duplicate removal, content improvement, and ownership alignment Continuously improve processes based on data, trends, and stakeholder feedback Track and report on…