Job Description

Primary Skill Required for the Role: ServiceNow

Level Required for Primary Skill: Advanced (6-9 years experience)

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 enhancement to the technology to identify changes that impact current process or offer opportunities to improve 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 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 need
• 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 process and system requirements
• Determine objectives by studying business and technical functions, gather information and evaluate output requirements
• Contribute to the team effort by accomplishing related results as needed.
• Identifying risks and work 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

Years of Experience: Minimum 8 years’ experience in the ServiceNow Platform

Education:

• BA degree and/or 8 years’ experience in the ServiceNow Platform
• Typically requires a University Degree or equivalent experience with a minimum 8 years of experience, or an Advanced Degree and a minimum 5 years’ experience

Preferred Qualification:

• 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

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