Knowledge & Experience Content Specialist

Job Overview

• We are looking for a creative, detail-driven, and employee-centric Knowledge & Experience Content specialist to lead the development, management, and optimization of knowledge assets across multiple formats for Shared Services-including ServiceNow knowledge base articles, job aids, process documentation, and internal presentations.
• This individual will ensure all content is easy to understand, visually engaging, and aligned with our goal of enabling seamless self-service and empowering employees through exceptional support experiences.
• You will serve as the key guardian of knowledge quality and accessibility, helping teams across the organization create content that’s clear, consistent, and useful.
• Translate technical or operational language into clear, helpful, and engaging content that supports employee self-service.
• Partner with stakeholders to develop or refine knowledge articles, presentations, job aids, and process documentation that support employee learning, onboarding, and process understanding.
• Ensure all materials follow plain language, accessibility, and visual design best practices.
• Establish and maintain standards for content quality, formatting, taxonomy, and metadata tagging across platforms.
• Create templates, toolkits, and style guides to enable content contributors to follow best practices.
• Use analytics to monitor content performance and identify areas for improvement.
• Collect and incorporate employee feedback to continuously improve content usability and discoverability.
• Collaborate with employee experience, IT, HR, and communications teams to ensure content meets evolving employee needs.

Qualifications

• 3+ years of experience in knowledge management, content strategy, technical writing, or instructional design.
• Strong written and visual communication skills with a knack for making complex concepts simple.
• Experience with ServiceNow Knowledge Management and familiarity with content types such as SOPs, flowcharts, and slide decks.
• Knowledge of UX principles and/or experience with employee self-service portals is a plus.
• Self-starter who thrives in a fast-paced, collaborative environment.