Overview:
Be inspired. Be valued. Belong.
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:
- Comprehensive health benefits that start day 1
- Student Loan Repayment Assistance & Reimbursement Programs
- Family-focused benefits
- Wellness incentives
Ongoing mentorship, development, leadership programs...and more!
Remote position, however candidates must reside in one of the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, or Wisconsin.
Description:
Emory Healthcare is seeking a ServiceNow ITSM Knowledge Manager to serve as a
subject matter expert and strategic leader for the Knowledge Management (KM) practice.
This role is responsible for establishing, maturing, and governing enterprise-wide
Knowledge Management capabilities in alignment with ITIL and ITSM best practices.
Knowledge Management is a foundational capability that directly impacts service quality,
self-service adoption, and the overall user experience. This role provides dedicated focus
to mature KM practices, fully leverages ServiceNow Knowledge Management, and
enhances the Digital Service Center (formerly Employee Center) experience. The
Knowledge Manager will partner closely with ITSM process owners, Digital teams, and
business stakeholders to ensure knowledge is accurate, scalable, sustainable, and
value-driven.
RESPONSIBILITIES:
- Serve as the Knowledge Management Subject Matter Expert (SME) and lead for the effective and efficient operation of Knowledge Management within the ServiceNow platform.
- Establish and mature enterprise-wide Knowledge Management governance, including roles, responsibilities, and operating models.
- Develop, document, and formalize KM policies, procedures, workflows, standards, and quality expectations.
- Ensure the ServiceNow Knowledge Base is accurate, current, scalable, and sustainable.
- Drive Knowledge Management adoption across ITSM practices and business teams.
- Partner with ITSM process owners (Incident, Problem, Change, Request, and others) to embed knowledge capture and reuse into operational workflows.
- Enhance and evolve the Digital Service Center (Employee Center) user experience through high-quality, user-centered knowledge content.
- Support upcoming initiatives and implementations
ServiceNow Platform, Reporting & Analytics:
- Own the structure, taxonomy, and governance of the ServiceNow Knowledge Base.
- Ensure knowledge articles follow defined templates, lifecycle states, review cycles, and approval workflows.
- Develop, maintain, and analyze KPIs, metrics, dashboards, and reports using ServiceNow Platform Analytics and Performance Analytics.
- Monitor knowledge usage, effectiveness, search behavior, deflection rates, and content quality.
- Leverage data and insights to continuously improve knowledge relevance, usability, and value.
- Utilize SharePoint to design and maintain KM-related sites, documentation repositories, governance materials, and collaboration spaces.
- Partner with leadership to provide reporting that demonstrates KM value, adoption, and impact.
Process Governance & Continuous Improvement:
- Establish a foundational Knowledge Management framework that supports long-term scalability and maturity.
- Define and implement a quality management process for Knowledge Management, including audits, reviews, and corrective actions.
- Identify gaps, risks, and improvement opportunities through data analysis and stakeholder feedback.
- Research industry best practices and recommend enhancements to KM workflows, governance, and tooling.
- Ensure KM practices are repeatable, sustainable, and persist beyond the engagement. · Support organizational readiness for future growth, transformation, and technology implementations.
Leadership, Training & Enablement:
- Act as a trusted business partner to ITSM leaders and stakeholders.
- Develop and deliver Knowledge Management training for ITSM users, content contributors, and support teams.
- Coach teams on effective knowledge creation, maintenance, and reuse.
- Promote a culture of knowledge sharing, continuous learning, and self-service enablement.
- Provide guidance and recommendations to leadership on KM strategy, priorities, and investments.
Operational Support:
- Stabilize and enhance the existing ServiceNow Knowledge Base.
- Improve self-service outcomes by increasing knowledge quality, findability, and usability.
- Reduce operational risk by addressing single points of failure related to undocumented knowledge.
- Support ITSM initiatives, projects, and cross-functional efforts as assigned.
- Perform additional duties as assigned.
- Participate in on-call rotation as scheduled and assist with on-call planning.
PREFERRED QUALIFICATIONS:
- ITIL Foundation Certification
- Strong expertise in ServiceNow Knowledge Management
- Experience designing and governing enterprise Knowledge Management practices
- Hands-on experience with ServiceNow Platform Analytics and Performance Analytics
- Strong reporting and analytical skills with the ability to translate data into actionable insights
- Experience creating and managing SharePoint sites for documentation and collaboration
- Experience improving digital and self-service user experiences
- Strong facilitation, communication, and stakeholder engagement skills
- Demonstrated ability to lead through influence and drive adoption across team
- Power BI experience for dashboard creation and executive reporting
- Experience developing and delivering ITSM training materials
- Strong analytical, organizational, and communication skills
- High level of accountability, attention to detail, and follow-through
MINIMUM QUALIFICATIONS:
- Bachelors Degree in IT related field. 5 years of Information Technology experience.
- ITIL Foundations and IT Service Management certifications preferred.
- 7 years Information Technology experience required in lieu of a degree.
Additional Details:
Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.
Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.
