ServiceNow Knowledge Manager / IT Technical Writer

About Our Client

Our client is a pioneering global biopharmaceutical company dedicated to developing innovative medicines that transform patient lives worldwide. Operating at the intersection of cutting-edge science and global collaboration, they bridge international markets to accelerate the delivery of life-saving treatments. With a rapidly growing global footprint, they foster a dynamic, multilingual environment where technology and science unite to solve complex healthcare challenges.

The Opportunity

Are you a master of structural organization who loves turning complex IT jargon into seamless, user-friendly knowledge? We are seeking a strategic and detail-oriented ServiceNow Knowledge Manager / IT Technical Writer to champion a global IT knowledge transformation.

In this role, you won't just write; you will act as the architect of our client's global IT knowledge strategy. You will lead the migration, modernization, and standardization of content into the ServiceNow Knowledge Management (KM) module, ensuring that internal IT teams and global users have instant access to accurate, searchable information.

What You Will Do

• Audit & Analyze: Evaluate existing global repositories, identifying redundant or outdated content (ROT) and designing smart consolidation strategies.

• Create & Standardize: Author high-quality technical documentation, SOPs, and troubleshooting guides in both English and Chinese, tailoring content for both tech-savvy engineers and everyday business users.

• Govern & Migrate: Drive the seamless migration of content into ServiceNow, establishing clear ownership, metadata tagging, and lifecycle workflows.

• Collaborate Globally: Partner closely with English and Chinese-speaking Subject Matter Experts (SMEs) worldwide, training them on ServiceNow authoring tools and best practices.

• Measure Success: Define and track metrics to measure knowledge adoption, article effectiveness, and overall content health.

Who You Are

• The Multilingual Communicator: You possess professional bilingual fluency in both English and Chinese, with a proven knack for technical localization and translation.

• The ServiceNow Expert: You have hands-on experience with the ServiceNow Knowledge Management module (or a highly comparable enterprise platform).

• The Seasoned Writer: You bring 5+ years of experience in technical writing, knowledge management, or IT documentation.

• The Framework Thinker: You are familiar with ITIL-based service delivery processes and Knowledge-Centered Service (KCS) practices.

• The Tech-Savvy Organizer: You are highly proficient with documentation tools like Confluence, SharePoint, and MS Office, and you hold a Bachelor's degree in IT, Computer Science, Business, or a related field.

Why Apply?

If you are ready to move beyond basic copywriting and take true ownership of an enterprise-level global migration project, this is your stage. You will work with a brilliant international team, enjoy competitive compensation, and see the direct impact of your work on a global scale.