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AI Summary
The primary duties involve authoring, editing, and publishing various content types like knowledge articles and FAQs within the ServiceNow system, ensuring alignment with service catalog items. This role also requires collaborating with subject matter experts to translate complex information into user-friendly language and maintaining the knowledge base through updates and revisions.
Key Responsibilities:
- Authoring, editing, and publishing knowledge articles, FAQs, process documents, and other content within the ServiceNow knowledge management system, ensuring clarity, accuracy, and adherence to organizational style and templates. Align content with service catalog items and request flows.
- Collaborating with cross-functional subject matter experts to gather technical information, validate content accuracy, and translate complex concepts into user-friendly language that supports end-user understanding.
- Maintaining the knowledge base by updating and revising content to reflect process changes, product updates, and user feedback; archiving obsolete or redundant articles to keep content current.
- Proofreading and reviewing content for grammar, formatting consistency, and readability, applying taxonomy and metadata standards to enhance searchability and user experience.
- Participating in editorial and content review cycles, providing recommendations for improvement to maintain high-quality publication standards.
- Supporting content lifecycle management through tagging, linking related articles, and developing reusable content assets to optimize knowledge sharing.
- Monitoring user feedback and usage analytics to identify content gaps and areas for enhancement to increase self-service efficacy and reduce support case volume.
- Content Governance & Quality Assurance - Enforce editorial standards: templates, voice/tone, branding, formatting rules. Run quality checks: accuracy, compliance, versioning, attachments, broken links. Ensure proper approvals and accountability (SME approval, legal/compliance review if required).
- Cross‑Functional Governance - Partner with: service owners, process owners, SMEs, help desks, shared services teams. Participate in knowledge councils / CAB-like governance for content changes.
- Continuous Improvement & Analytics - Use ServiceNow metrics and feedback to improve content (search terms, failed searches, ticket drivers, article ratings, comments). Identify gaps and create content plans for top drivers (e.g., password reset, expense policy, PO creation, onboarding, benefits). Run regular “top issues → new/updated content” cycles with service teams.
Additional Requirements:
- 3- 5 years of Work experience in relevant field and ServiceNow or relevant field
- Some knowledge of HR field will be preferred
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