Sr Administrator (Tools & Automation)

Experience: Not Available to Not Available years

Location: Madurai, India

Skills: ServiceNow Knowledge Management, Analytical Skills, Content Management

Job Summary
A ServiceNow Knowledge Management (KM) Specialist or Manager administers the platform's knowledge base to capture, structure, and share information. Key responsibilities include creating/curating articles, managing governance workflows, optimizing searchability, and analyzing usage data to improve self-service rates and agent productivity.

Key Responsibilities
Content Governance: Manage the full lifecycle of knowledge articles (creation, review, publishing, archival) within ServiceNow.
Workflow Administration: Define and maintain knowledge base structures, categories, and approval workflows.
System Optimization:



Configure ServiceNow Search and Virtual Agent to deliver contextual articles to users and agents.
Process Improvement: Analyze article ratings, feedback, and usage trends to identify knowledge gaps and improve content quality.
Training & Adoption: Train internal staff on Knowledge Centered Services (KCS) methodologies and documentation standards.

Skill Requirements
ServiceNow Experience: Proven experience with ServiceNow Knowledge Management application.
Analytical Skills: Ability to analyze data and report on Key Performance Indicators (KPIs).
Content Management: Experience in writing, editing, and managing technical or organizational knowledge articles.

Other Requirements
NA

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