Knowledge Management/AI Specialist

Knowledge Management/AI Specialist

Job Location: New York City, New York

Location Flexibility: Multiple Locations in Country

Req Id: 5626

Posting Start Date: 2/5/26

Knowledge Management Specialist
Responsibilities
KM Strategy & Design
• Define and operationalize KCS-aligned KM standards, principles, and guardrails across ITSM
• Design KM frameworks covering:
o Knowledge capture and reuse
o Structure and taxonomy
o Findability and relevance
o Lifecycle management (review, validation, retirement)
o Operating model and ownership
• Establish and maintain “what goes where” rules across ServiceNow, Confluence, and SharePoint by knowledge type
ITSM-Embedded KM Enablement
• Embed KM directly into Incident, Problem, and Change workflows so knowledge is captured and improved as work is performed
• Define triggers for knowledge creation and update (e.g., incident resolution, known errors, change execution)
• Wo...

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