Content Business Analyst

Who You Will Be Working For
Atlas is a global strategic consulting firm, focused on the life sciences industry. Our services include Management Consulting, Managed Services and Agile Services. Global pharmaceutical companies and emerging players depend on over four hundred Atlas consultants to ensure they have the capabilities that will give them the ability to succeed.

What You Will Do
We are seeking a Content Specialist to support an internal Help/Service Desk for a large enterprise client undergoing a content migration to ServiceNow. In this contract role, you will work with knowledge owners, application owners, system owners, and internal support teams to review, update, and re-engineer migrated service desk content so it is clear, accurate, easy to use, and optimized for strong end-user outcomes.
This role goes beyond traditional technical writing. The ideal candidate will bring strong content development skills along with an understanding of how to structure knowledge content so it performs well in AI-enabled service delivery environments, including ServiceNow search, Virtual Agent, Now Assist, conversational AI, and end-user self-service experiences. Direct ServiceNow AI experience is a plus, but not required.

Job Responsibilities
Work with internal knowledge owners, application owners, system owners, and support teams to collect, validate, and update information for Help/Service Desk knowledge articles.
Create, revise, and optimize "How-To” articles that help colleagues and contractors troubleshoot technical application, system, and service-related issues.
Review migrated content in ServiceNow and identify opportunities to improve clarity, structure, searchability, consistency, and usability.
Re-engineer existing knowledge content so it surfaces more effectively through ServiceNow search, AI-driven delivery, Virtual Agent, and self-service channels.
Apply content standards, style guides, taxonomy guidance, and ServiceNow AI best practices to ensure content is structured for both human readers and AI-enabled experiences.
Write content that supports successful prompting, conversational AI interactions, search engine optimization, and strong end-user resolution outcomes.
Partner with knowledge authors and content owners to ensure articles are accurate, complete, current, and aligned to service desk publishing standards.
Help coach authors and internal team members on content optimization practices for AI-enabled knowledge delivery.
Organize and maintain content updates, review cycles, stakeholder feedback, and publishing readiness across multiple applications or service areas.
Support continuous improvement by identifying recurring content gaps, user experience issues, and opportunities to improve knowledge article performance.

Qualifications
Strong writing, editing, proofreading, and content organization skills.
Experience creating or maintaining Help Desk, Service Desk, knowledge base, "How-To,” troubleshooting, or end-user support content.
Ability to collaborate effectively with technical teams, business stakeholders, application owners, system owners, and knowledge authors.
Experience optimizing content for search, findability, usability, and end-user self-service outcomes.
Understanding of writing for conversational AI, prompting, search engine optimization, knowledge management, or AI-enabled content delivery preferred.
ServiceNow experience preferred; exposure to ServiceNow Knowledge Management, Now Assist, Virtual Agent, or ServiceNow AI is a plus.
Prior content management experience is a plus.
Strong organizational skills and ability to manage multiple content updates, stakeholder inputs, and deadlines.
Strong communication skills, with the ability to ask effective questions, clarify technical information, and translate it into user-friendly content.
Intermediate Microsoft Office skills, including Word, Excel, and PowerPoint.
Experience with tools such as O365, WordPress, SharePoint, ServiceNow, or other knowledge/content management platforms preferred.
Experience working with management-level stakeholders or executives is a plus.

Why Join the Atlas A-Team of Consultants

• Opportunity - Atlas has deep life sciences industry roots and a reputation with our clients for having superior quality consultants
• Meaningful Work - You will be part of the solution to help clients accomplish their patient first missions
• Culture - We are proactive, highly accountable, and high touch
• Solid - We have been delivering exceptional consulting talent for over 23 years
• Depth & Breadth of Collaborative Client Relationships – They depend on us to design strategic teams, which can produce and drive outcomes
• We are experts at Project Management, Portfolio Operations, Agile Services, Change Management and Talent/Organizational Design
• Benefits: Opportunity for a consulting career – average tenure of our consultants is over 2.5 years, with many here for over 7
• A-team of support behind you – We are all about making you successful
• Mutual trust – We build mutual trust and encourage respect and cooperation among team members

Send Us Your Resume
Send us your resume if you are exceptional and are interested in an opportunity to join a high growth management consulting firm.

We Are an Equal Opportunity Employer
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status. We value diversity and inclusion in our workplace and are committed to creating an environment where everyone has an equal opportunity to succeed.