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Sony Interactive Entertainment · 3 days ago

Knowledge Management Specialist (contract)

United States

Contract

Remote

Senior Level

$50/hr - $70/hr

5+ years exp

Sony Interactive Entertainment is a global leader in entertainment, known for its PlayStation products and services. They are seeking a proactive Knowledge Management Specialist to develop and improve their global knowledge management strategy, ensuring effective use of ServiceNow and enhancing service delivery outcomes across the organization.

Consumer GoodsMusicVideo Games

Work & Life Balance

Responsibilities

Administer and maintain knowledge bases within ServiceNow, ensuring compliance with KM processes, governance, and lifecycle standards

Monitor article performance, usage trends, and feedback to inform content improvements and identify knowledge gaps

Coordinate regular reviews of articles with content owners to improve accuracy, relevance, and usability

Support training and onboarding of knowledge contributors and users

Ensure taxonomy, tagging, and metadata standards are consistently applied

Act as a point of contact for knowledge contributors and help facilitate training and support

Partner with service teams to encourage adoption of KM best practices

Organize and lead knowledge review sessions and governance forums with content owners

Provide data-driven insights and recommendations to improve adoption, quality, and user satisfaction

Support enhancements, integrations, and automation opportunities related to knowledge management

Participate in UAT (user acceptance testing) and feedback loops for KM-related ServiceNow updates

Track and report on key KM metrics and KPIs (e.g., article reuse rate, deflection rate, contributor activity)

Generate reports and dashboards to track key KM performance indicators (e.g., article usage, deflection rate, contribution metrics)

Identify process improvement opportunities and contribute to the evolution of the KM strategy

Stay current with KM industry trends, best practices, and innovations to bring new ideas into the organization

Qualification

ServiceNow Knowledge ManagementStakeholder EngagementData AnalysisKnowledge Management ExperienceChange ManagementCommunication SkillsFacilitation SkillsInterpersonal Skills

Required

Bachelor's degree in Information Management, Library Science, Business, IT, or related field

5+ years of experience in a Knowledge Management role, preferably in a global or enterprise environment

Strong hands-on experience with ServiceNow Knowledge Management

Demonstrated success in stakeholder engagement and cross-functional collaboration

Excellent communication, facilitation, and interpersonal skills

Analytical mindset with experience using data to drive decisions and improvements

Preferred

Exposure to change management, organizational learning, or user experience (UX) principles

Experience with ServiceNow EC Pro, particularly in supporting knowledge management processes, content lifecycle workflows, and user engagement strategies