ServiceNow Developer - Knowledge Management (100% Remote)

Our Customer was founded in 1982 in an effort to create a solid accounting firm headed by native professionals. They later branched out to other services, which is now a multinational professional services network with offices in over 150 countries and territories around the world. With more than 100,000 professionals, they provide audit and assurance, tax, consulting, and risk and financial advisory services to a broad cross-section of the largest corporations and governmental agencies.

We are seeking a ServiceNow Developer on a contract basis to help support our Customer’s business needs. This role is 100% remote.

The Knowledge Management Product Owner/Process Owner will be joining a team that is transforming the ITSM, HRSD, and User Experience landscape across the enterprise. Client is undertaking a multi-year initiative to rethink, harmonize, and deliver a suite of cutting-edge products and services to its employees. Central to this goal is the delivery of unified ITSM and HRSD processes and platforms.

The Knowledge Management Product Owner/Process Owner has the overall responsibility for ensuring the suitability of the Knowledge Management process to the organization.

The Knowledge Management Product Owner/Process Owner, within the IT Service Management and HR Service Delivery organizations, will be responsible for driving the strategy for Knowledge Management. This role requires the continual review of ITSM and HRSD Platform tools (ServiceNow) for updates or enhancements to the technology to identify changes that impact the current process or offer opportunities to improve the process. This role will also be responsible for maintaining the relationship between the Knowledge Management process and other related processes, working closely with both the platform team and other process leads and owners. This role will work closely with the Change Management Enablement team to ensure that updates or enhancements to Knowledge Management (ServiceNow) are communicated across the RTX Enterprise, allowing for the successful implementation of the Knowledge Management Process.

Responsibilities:

• Experienced in ServiceNow Knowledge Management
• Work with Business Unit leads to understand their Knowledge Management needs and ensure technical solutions are provided to meet the business needs
• Identify gaps, pain points, duplications of effort, and overlaps, and provide guidance and recommendations to harmonize the Knowledge processes across various business units
• Develop new and maintain process documentation for all aspects of the Knowledge Management process
• Continuous communication and coordination with internal team members, development teams, process owners, and business stakeholders
• Define key performance indicators, critical success factors, and metrics that reflect pertinent aspects of Knowledge Management
• Coordinate with the business stakeholders and subject matter experts to understand their business problem statements and needs
• Responsible for holistically understanding both the business and technical aspects of the ServiceNow platform modules
• Responsible for driving assigned work to completion
• Responsible for documenting detailed current and future state processes and system requirements
• Determine objectives by studying business and technical functions, gathering information, and evaluating output requirements
• Contribute to the team effort by accomplishing related results as needed.
• Identifying risks and working with the ITIL process and technical leads
• Perform end-to-end system testing
• Understands ITIL processes and methodologies and ITIL foundations
• Understands Agile processes and methodologies
• SME for ServiceNow Knowledge Management

Qualifications:

• BA degree and/or 8 years’ experience in the ServiceNow Platform
• Product Owner/Process Owner with ServiceNow Knowledge Management experience

Preferred:

• ServiceNow Certified System Admin
• ITIL Certification
• SAFe Certification – Scaled Agile Framework
• Experience with small, mid, and large-scale organizational projects
• Ability to work effectively at all levels of the organization
• Advanced analysis skills and conceptual and critical thinking skills
• Experience in agile software methodologies with excellent communication skills
• Strong time management, managing multiple types of scope at the same time

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Please Note: In order to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.

Contractor benefits are available through our 3rd Party Employer of Record(Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, and AD&D

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.