Job Information
Eliassen Group Knowledge Manager, ServiceNow HRSD in Salt Lake City, Utah
Knowledge Manager, ServiceNow HRSD
Anywhere
Type: Contract
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
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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.
Recruitment Transparency Notice
Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( noreply@eliassen.com , 781-808-2924) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.
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 .
About Eliassen Group:
Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients’ capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.
Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.
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