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Lucid Technologies Inc

The Logical Solutions

Sr. ServiceNow Developer
Role/Title: - Sr. Knowledge Management Specialist.
Location : (Hybrid) Atlanta, Georgia
Experience: 8+years

Client: State of Georgia
Agency Interview Type: Either Web Cam or In Person

General Description
  • The primary responsibility of the Knowledge Management Specialist, Senior is to encourage correct and widespread usage of GTA's knowledge base.
Job Description
  • The Knowledge Management Specialist, Senior will be the primary custodian of end-user facing documentation.
  • This position will define the content/knowledge management strategy and lead the content architecture and strategy.
  • The role will focus on developing, auditing, and maintaining high quality content for GTA's service desk end-users.
  • The Knowledge Manager will work closely with key stakeholders across GTA to maintain consistency at a global scale and align the content strategy with their vision.
  • Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill level
  • Ensure efficient organizational performance through gathering, sharing, and storing information.
  • Analyze business processes and gather information across an organization to determine the most effective platforms for sharing and storing knowledge.
  • Collect and integrate information, data, and content from departments and functions within the organization.
  • Record and digitize information and ensure that it is stored safely and is secured through encryption or an antivirus.
  • Produce reports and business intelligence for improving processes, products, or services.
  • Provide education and training to end users on front end knowledge management system and reports.
  • Provide content updates on knowledge management portals or sites. Career-level professional within field.
  • Curate and populate the service desk knowledge base
  • Gather and synthesize organizational knowledge from multiple internal and external sources
  • Work effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services
  • Craft and implement writing guidelines based on knowledge base best practices
  • Resolve issues relating to the Knowledge Management process, its interfaces with other ITIL disciplines and other business functions.
  • Developing and implementing knowledge management processes
  • Excellent communication skills with proven ability to clearly convey complex and technical ideas and data primarily in written formats to audiences of differing skill levels
  • Identifying and developing credible and accessible sources of knowledge
Minimum Education/Experience:
  • Bachelor's degree (preferably in Information Systems, Knowledge Management, Business, or related field) and six (6) Years' experience writing for service desk knowledge bases
  • Proficient with M365 applications (minimum: Outlook, Teams, Word, PowerPoint, Excel)
Preferred Qualifications:
  • (Preference will be given to candidates who, demonstrate some or all of the following skills/experience):
  • Experience in the public or non-profit sectors
  • Experience with ServiceNow
  • ITIL Foundations Certification
[A Security Clearance may be required, in the future, during the affiliate contract.]

  • Under direct supervision, learns to design and/or secure computer databases to store, track, and maintain a large volume of critical business information.

  • Assists with simple, routine database tasks.

***This position needs public trust security clearance, accepting only US Citizens or Permanent residents for this position.***

Skills Matrix
  • Knowledge Management Strategy & Architecture Experience -Required 5 Years
  • Service Desk Knowledge Management Strategy & Architecture -Required 3 Years
  • Service Desk Knowledge Management Experience -Required 8 Years
  • End-User Technical Writing -Required 5 Years
  • Gathering Requirements -Required 5 Years
  • Instructional Design Graphics Experience -Required 5 Years
  • Service Now Knowledge Integration -Highly desired
  • ITIL Foundations Certification -Highly desired
Thanks & Regards,
Harry Patrick Johnson
IT Recruiter
Lucid Technologies Inc
O: 214-385-4144 Ext: 217