Knowledge Manager, ServiceNow HRSD
Anywhere
Category: Product Management
Industry: Technology
Workplace Type: Remote
Reference ID: JN -042026-106392
Date Posted: 04/14/2026
Shortcut: http://careers.eliassen.com/N3XD1P
Description:
Remote
Our client seeks a Knowledge Manager to own strategy, governance, and quality of HR knowledge across employee, agent, and policy knowledge bases within ServiceNow HRSD. The role partners with COEs, People Experience, HR Shared Services, program leadership, and intranet teams to maintain a cohesive content ecosystem that powers Now Assist, AI Search, Virtual Agent, and agentic AI workflows. The position focuses on standards, taxonomy, metadata, and content design that improve AI accuracy, self-service adoption, and employee trust. The work includes analytics-driven optimization, cross-functional coordination, and continuous improvement of knowledge performance.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $75.00 to $85.00/hr. w2
Responsibilities:
- Own the strategy and full content lifecycle across employee, agent, and policy knowledge bases with clear ownership, SLAs, and audit trails.
- Develop and enforce global standards for governance, taxonomy, metadata, templates, accessibility, tone, and style.
- Define article design standards for human readability and AI consumption and establish change management protocols tied to policy and service updates.
- Ensure content is optimized for Now Assist for Search and agentic AI workflows, including structure, metadata, and accuracy.
- Monitor AI Search relevance and performance and partner with platform teams to surface gaps and improve discoverability and deflection.
- Own standards for knowledge blocks, structured fields, and metadata tagging and evaluate third-party AI tools for gap analysis and continuous improvement.
- Partner with COEs, Service Owners, and Service Delivery Leads to keep content current, close knowledge gaps, and maintain accuracy of Employee Service Center widget content.
- Collaborate with the intranet team to eliminate duplication and deliver a coherent, channel-agnostic content experience and prepare content for releases and enhancements.
- Monitor performance metrics such as search success, deflection, AI response accuracy, and feedback and define and track KPIs for reporting.
Experience Requirements:
- Deep familiarity with ServiceNow HRSD knowledge management, knowledge bases, article types, knowledge blocks, versioning, and user criteria from a governance perspective.
- Demonstrated ability to build and maintain content standards, style guides, and governance frameworks in a large, matrixed environment.
- Strong writing, editing, and content design skills with ability to simplify complex HR topics for employee and agent audiences.
- Working familiarity with Now Assist for HR, including generative AI search, case summarization, and agentic AI workflows, with understanding of content quality impacts.
- Understanding of NLU, metadata, and structured content design principles that improve AI Search relevance accuracy.
- Comfort evaluating and using third-party AI tools for content gap analysis, quality scoring, or knowledge health monitoring.
- Strong cross-functional collaboration across COEs, HR Operations, product and platform teams, and enterprise content organizations with intranet or multi-channel experience.
- Analytical ability to interpret knowledge performance data and translate insights into prioritized, actionable improvements.
- Project management discipline for content calendars, review cycles, and release-aligned publishing with familiarity with HR policy domains and compliance requirements.
- 5+ years in HR Operations, Knowledge Management, HR Communications, or HRIS/HR technology roles.
- 2+ years with ServiceNow HRSD in knowledge management, taxonomy design, content lifecycle operations, and governance (strongly preferred; comparable enterprise HRSD platform experience considered).
- 1+ year working with Now Assist for HR, AI Search, or Virtual Agent in a governance, oversight, or optimization capacity.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contactInfoSec@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above