Story Behind the Need
What is the purpose of this team?
- Describe the surrounding team (team culture, work environment, etc.) & key projects.
- Do you have any additional upcoming hiring needs or is this request part of a larger hiring initiative? The purpose of the Knowledge Management (KM) team is to ensure that accurate, relevant, and easy-to-access information is available across the organization, especially for Service Desk agents and other support teams. They manage the lifecycle of knowledge articles, improve documentation workflows, and collaborate across departments to maintain a high-quality knowledge base that enhances operational efficiency and user experience.
- Small team with various areas of focus, mostly independent work, and some collaboration with other support teams as needed. Projects will focus on product and service releases that impact on our technicians or customers.
- Knowledge management team usually maintains 2 staff, this is a backfill opportunity to hire for the right candidate.
location: Saint Louis, Missouri
job type: Contract
salary: $20 - 29 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
Typical Day in the Role
- Walk me through the day-to-day responsibilities and a description of the project (Outside of the Workday JD).
What makes this role unique?
- Walk me through the day-to-day responsibilities and a description of the project:
- Daily Responsibilities Overview
- Maintain and update knowledge articles in ServiceNow, ensuring accuracy, relevance, and usability.
- Create new content based on evolving processes, tools, and stakeholder input.
- Retire or consolidate outdated articles to keep the knowledge base clean and efficient.
- Monitor and respond to feedback from users, improving article quality and engagement.
- Collaborate with cross-functional teams (e.g., IT, HR, Procurement) to gather information and clarify ownership.
- Train users and teams on how to access and contribute to the knowledge base.
- Article Update Frequency: Number of articles reviewed/updated per month.
- Retirement Rate: Number of outdated articles successfully retired.
- Consolidation Efficiency: Number of redundant articles merged or streamlined.
- Collaboration Touchpoints: Number of successful cross-team initiatives or syncs.
- 1. High Impact and Visibility
- The role directly influences the quality and accessibility of knowledge used by Service Desk agents and other teams.
- Candidates will see the real-world impact of their work in improved support efficiency, reduced errors, and better user experiences.
- 2. Cross-Functional Collaboration
- The team works with a wide range of departments: IT, HR, Procurement, ADA, ESOC, IAM, Intune, and more.
- This provides exposure to diverse business functions, tools, and stakeholders-ideal for someone who enjoys variety and relationship-building.
- 3. Opportunities for Innovation
- The team is actively solving real challenges like:
- Improving feedback systems
- Automating article lifecycle processes
- Enhancing searchability and tagging
- Candidates can bring creative solutions and see them implemented quickly.
- 4. Professional Growth & Learning
- Team members are encouraged to pursue certifications (e.g., ServiceNow CSA), attend virtual conferences, and explore hands-on labs.
- There's a strong culture of continuous learning, with access to training resources and support for career development.
- 5. Supportive and Collaborative Culture
- The team values peer-to-peer learning, regular syncs, and open communication.
- There's a clear emphasis on mentorship, knowledge sharing, and helping each other succeed.
- 6. Ownership and Autonomy
- Team members are trusted to lead initiatives, such as launching new KBs, improving workflows, or managing article cleanups.
- There's room to take initiative and shape how knowledge is managed across the organization.
qualifications:
Candidate Requirements
- Education/Certification Required: Requires a Bachelor's degree and 0 - 2 years of related experience. Preferred:
- Years of experience required: Education/Experience:
- Requires a Bachelor's degree and 0 - 2 years of related experience.
- Disqualifiers: missing any requirements listed in required skill section below.
1. Clear Communicator - Strong writing skills and ability to simplify complex info.
2. Collaborative - Works well across teams and handles ambiguity in ownership.
3. Detail-Oriented - Ensures accuracy in articles, tagging, and formatting.
4. Problem Solver - Identifies inefficiencies and proposes practical solutions.
5. Tech-Savvy - Comfortable with tools like ServiceNow, SharePoint, and feedback systems.
6. Self-Starter - Takes initiative in launching KBs and improving workflows.
7. User-Focused - Designs content with end-user needs in mind.
8. Adaptable - Handles shifting priorities and learns new tools quickly.
skills: Top 3 must-have hard skills stack-ranked by importance
- ServiceNow Knowledge Base Management Article creation, editing, tagging, formatting, lifecycle management.
- Technical Writing & Documentation Clear, concise writing tailored to different audiences (agents, admins, business users).
- Cross-Functional Collaboration Gathering requirements from SMEs and translating them into usable documentation.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts 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.
