About the job
Knowledge Manager with strong ServiceNow experience required on an Outside IR35 contract basis to take ownership of Knowledge Management across a large and complex IT environment. This is a hybrid role - the company are based in Worthing, West Sussex, with 2-days on site being preferred.
This is a hands-on role with real ownership. The Knowledge Manager will define Knowledge standards, governance and processes while improving how knowledge is created, structured, maintained and reused. Specific experience with ServiceNow is a must-have, ideally with Confluence. Any additional Sharepoint knowledge is a bonus.
As the Knowledge Manager, you’ll own the function, and work closely with Service Desk, Service Delivery and technical teams to improve knowledge quality, drive adoption and support better self-service and first-contact resolution. You’ll also help ensure knowledge is ready to support future automation, Virtual Agent and AI Search capabilities.
You’ll need:
- Strong Knowledge Management experience within ITSM
- ServiceNow Knowledge Management experience
- Good Confluence experience
- Knowledge governance, taxonomy and lifecycle management
- Strong Incident and Problem Management understanding
- Experience improving self-service or shift-left
- Strong stakeholder engagement skills
- ITIL experience
This Knowledge Manager will have the opportunity to shape how knowledge is managed and used across IT Services. So if you’re an experienced Knowledge Manager with ServiceNow and Confluence experience, available for an outside IR35 contract with genuine ownership and influence.
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