Role overview

25-098 Knowledge & Experience Content Specialist

Resume Due Date: Friday Oct 17th (5:00PM EST)
Number of Vacancies: 1
Level: MP4
Duration: 12 Months
Hours of work: 35
Location: 889 Brock Road, Pickering (100% remote)

Job Overview

We are looking for a creative, detail-driven, and employee-centric Knowledge & Experience Content specialist to lead the development, management, and optimization of knowledge assets across multiple formats for Shared Services-including ServiceNow knowledge base articles, job aids, process documentation, and internal presentations.
This individual will ensure all content is easy to understand, visually engaging, and aligned with our goal of enabling seamless self-service and empowering employees through exceptional support experiences.
You will serve as the key guardian of knowledge quality and accessibility, helping teams across the organization create content that's clear, consistent, and useful. If you're passionate about simplifying the complex and delivering content that drives employee success, this role is for you.
Translate technical or operational language into clear, helpful, and engaging content that supports employee self-service.
Partner with stakeholders to develop or refine knowledge articles, presentations, job aids, and process documentation that support employee learning, onboarding, and process understanding.
Ensure all materials follow plain language, accessibility, and visual design best practices.
Establish and maintain standards for content quality, formatting, taxonomy, and metadata tagging across platforms. Create templates, toolkits, and style guides to enable content contributors to follow best practices.
Use analytics to monitor content performance and identify areas for improvement.
Collect and incorporate employee feedback to continuously improve content usability and discoverability.
Collaborate with employee experience, IT, HR, and communications teams to ensure content meets evolving employee needs.

Qualifications

3+ years of experience in knowledge management, content strategy, technical writing, or instructional design. Strong written and visual communication skills with a knack for making complex concepts simple.
Experience with ServiceNow Knowledge Management and familiarity with content types such as SOPs, flowcharts, and slide decks.
Good with writing documents (knowldge articles, user communication) and simplify communication and existing documents.
Someone willing to learn and build SharePoint webpages.