Must:
- Candidate must have proven ServiceNow implementation experience, a background in the IT Infrastructure Library (ITIL) business process, and working knowledge of IT operations.
- Candidate must have past work experience with ServiceNow in the areas of help desk, IT service management, asset management, network and systems management.
Nice to have:
Prior state experience exp. in strongly preferred
Skills Matrix
Skill
Years Used
Last Used
7 Years - Experience in ServiceNow (knowledge base articles)
7 Years - Strong documentation skills
7 Years - Strong analytical and conceptual skills
7 Years - Strong written and verbal communication skills
7 Years - Experience in review and analysis of project requirements
7 Years - Ability to effectively organize and present large amounts of content to end users
7 Years - Ability to handle multiple tasks at a given time
Responsibilities:
- Assist in the coordination and support of the Enterprise ServiceNow Platform solution.
- Supports Knowledge Management which enables the sharing of information in knowledge bases.
- The knowledge bases contain articles that provide users with information such as self-help, troubleshooting and task resolution.
- The following processes are supported in Knowledge Management: article creation and categorization, article review and approval, search and browse, feedback, governance and administration.
- To support different groups within the organization, knowledge bases can be assigned to individual teams.
- Each team will be responsible for defining the behavior and organization of their knowledge base.
- Can use separate workflows for publishing and retiring articles and have separate access controls for reading and making contributions to the knowledge base.
- Integrates knowledge and skills from others to address work assignments
- Understands the business needs and provides appropriate services to the customer
- Develops project solutions through alternatives and helps to turn ideas into outcomes
- Demonstrates the ability to clearly communicate with all team members
- Establishes effective working relationships
- Collaborates as a dedicated team member
Required Skills:
- 7 Years - Experience in ServiceNow (knowledge base articles)
- 7 Years - Strong documentation skills
- 7 Years - Strong analytical and conceptual skills
- 7 Years - Strong written and verbal communication skills
- 7 Years - Experience in review and analysis of project requirements
- 7 Years - Ability to effectively organize and present large amounts of content to end users
- 7 Years - Ability to handle multiple tasks at a given time