Knowledge & AI Documentation Administrator

The Knowledge Base Administrator is responsible for the ongoing management, organization, and optimization of the company’s knowledge content, primarily within the ServiceNow platform. This role plays a key part in improving operational efficiency by ensuring that knowledge articles are accurate, accessible, and effectively support both internal users and external client needs.

The position will also involve migrating existing knowledge bases into ServiceNow and eventually supporting AI-readiness efforts, such as structuring technical documentation to assist in training Microsoft Copilot AI.

Content is accurate, consistent, and easy to understand, following established standards.

· Configure knowledge base settings, workflows, and article lifecycles including approval and retirement processes.

· Maintain organizational structure and taxonomy of articles for easy navigation and discoverability.

Optimization & Content Reviews

· Perform regular audits of articles to identify outdated, redundant, or missing content.

· Collaborate with subject matter experts (SMEs) and support teams to keep content current.

· Review and incorporate user feedback to improve clarity and usefulness.

· Track article usage, flag low-performing content, and implement improvements based on analytics.

Permissions & Access Control

· Manage user roles and permissions for creating, editing, and viewing knowledge content.

· Ensure content visibility aligns with role-based access and data protection standards

Platform Migration & AI Readiness

· Lead the migration of existing knowledge base content into ServiceNow, ensuring structure and formatting integrity.

· Support future initiatives to prepare technical documentation for AI training, including optimizing formatting and metadata for systems like Microsoft Copilot AI.

Requirements

Must-Have Qualifications:

· Proven experience working with knowledge bases or content management systems (ServiceNow preferred).

· Minimum of 3 years of experience working within the company in a technical support.

· Currently holding a Level 2 or Level 3 (Advanced Support) position or higher.

· Strong written communication and technical editing skills.

· Excellent organizational skills and attention to detail.

· Ability to analyze data and feedback to improve documentation performance.

· Comfortable working across teams and communicating with both technical and non-technical stakeholders.

Nice to Have:

· Experience migrating content between platforms

· Exposure to AI integration initiatives or content structuring for large language models (LLMs).

---

Success Indicators

· Timely publication of accurate, high-quality articles.

· Increased usage and engagement with the knowledge base by agents and end-users.

· Successful migration of legacy content with minimal disruption.

· Positive feedback from internal teams and improved support efficiency.

· Clean, well-structured documentation prepared for future AI training use cases.