Senior Knowledge Centered Service Coach & Administrator | 24355

Human Resources Santa Clara, California


Description

Senior Knowledge Centered Service Coach & Administrator

Global Talent, Santa Clara, California


ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. 

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

ServiceNow is looking for an experienced Knowledge Centered Service (KCS) Coach/Administrator to join our Global Talent (GT) group in Santa Clara. The Global Talent group is made up of dedicated HR professionals across multiple areas of expertise. In this position, you will be a key driver of GT’s KCS implementation and rollout, a major contributor of our HR content, and a KCS coach and consultant for the global GT team. You will be responsible for the strategic rollout, and day-to-day management of our KCS environment and the content that comprises our Global Talent Knowledge Base. 

What you get to do in this role:

  • Research, write, and ensure the accuracy of content created for ServiceNow employees
  • Lifecycle manage knowledge base content from creation to obsolescence
  • Implement and administer GT’s KCS environment, processes and standards
  • Conduct peer reviews of KB content; ensure content is updated and refreshed
  • Continuously improve content by responding to and incorporating feedback from internal users and subject matter experts to deliver the highest quality employee experience
  • Ensure KCS Training is provided to new employees
  • Oversee the KCS Coaching program to promote quality knowledge contributions, KCS behaviors, and appropriate recommendations

 

To be successful in this role, we need someone who has:

  • Five+ years’ experience as a KCS Coach, with demonstrated progressive growth in responsibilities, from contributor to domain expert (KCS v6 Practices Certified, or willing to work towards certification a big plus)
  • Extensive experience working with and administering knowledge base (KB) products and content
  • Proven experience making knowledge base content accessible to internal and external audiences
  • Ability to obtain information through research, interviews, and hands-on experience
  • Ability to work with geographically distributed team members and subject matter experts
  • Working knowledge of topic-based writing
  • Experience working with cross-functional knowledge management teams
  • Developed, monitored and reported on knowledge-related key performance indicators (KPIs) to drive ROI for KCS-related initiatives, in alignment with our KCS Strategic Framework
  • Motivation and ability to be productive in a fast-paced, dynamic environment
  • Self-direction, flexibility, and an eagerness to learn

Work Environment

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or talent.acquisition@servicenow.com for assistance.

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or talent.acquisition@servicenow.com for assistance.