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Releady is partnering with a leading airline and aviation technology company to hire a ServiceNow Knowledge Management Analyst (multiple openings). This organization is in the middle of a large-scale technology consolidation following a major airline merger. Its IT knowledge is currently scattered across many disconnected systems with no consistent ownership, taxonomy, or review cadence, and the link between knowledge articles and incidents is broken. The goal of this role is to consolidate, govern, and continuously maintain that knowledge inside ServiceNow as a single, trusted source of truth.

This is deliberately not a net-new technical writing role. The bulk of the work is migrating and rationalizing roughly 4,000 existing knowledge articles, plus content living in SharePoint, OneNote, Confluence, Azure DevOps wikis, and standalone Word documents for disaster-recovery and business-continuity plans. The analyst will improve the clarity, accuracy, and findability of that content while building the taxonomy, metadata standards, ownership models, and review cadences that keep it accurate over time.

The ideal candidate has hands-on experience inside the ServiceNow Knowledge Management module specifically, understands Knowledge-Centered Service (KCS) principles, and is comfortable interviewing subject matter experts to convert undocumented tribal knowledge into structured, reusable articles. This is a content consolidation, governance, and maintenance role as much as it is a writing role.

• Employment Type: 6 Month Contract (multiple openings)
• Location: Hybrid — Seattle, WA headquarters, or REMOTE if out of state, Must cover PST time zone.
• Compensation: $45/hr - $57/hr, DOE

Knowledge Consolidation & Migration

• Assess and inventory existing knowledge content across multiple legacy repositories, including intranet knowledge tools, shared drives, wikis, team notebooks, and standalone documents.
• Migrate, rewrite, and reorganize legacy articles into ServiceNow Knowledge Management, improving clarity, accuracy, and findability.
• Identify duplicate, outdated, or conflicting content and drive consolidation toward a single source of truth.

Knowledge Governance & Taxonomy

• Define and enforce knowledge article taxonomy, metadata standards, and content templates.
• Establish clear ownership models, audience definitions, and review cadences for each article type, and distinguish knowledge articles from runbooks and other documentation.
• Support quality scoring and audit processes that keep content accurate through continuous maintenance rather than large periodic cleanups.

Content Authoring & SME Partnership

• Partner with subject matter experts and engineers through interviews, workshops, and shadowing to capture tribal knowledge.
• Write clear, structured, actionable knowledge articles and troubleshooting guides designed for rapid issue resolution.
• Support inline feedback and continuous-update workflows so knowledge stays current as part of normal operations.

Cross-Functional Alignment

• Coordinate with ITSM process teams to clarify boundaries between knowledge articles, operational runbooks, and business continuity documentation.
• Partner with configuration management (CMDB) stakeholders to reduce redundant documentation and leverage existing structured data, and strengthen linkage between knowledge content and incident/request workflows.

• Three or more years of experience in knowledge management, technical writing, or ITSM-related content roles.
• Hands-on experience with ServiceNow, including the Knowledge Management module.
• Demonstrated experience consolidating or migrating content from multiple source systems into a single platform.
• Strong technical writing skills with a portfolio of knowledge articles, SOPs, or similar structured content, and experience designing or applying taxonomy, metadata, and content governance standards.
• Comfort interviewing SMEs and translating technical, undocumented knowledge into clear written content.
• Preferred: KCS methodology or certification, ITIL v3/v4 Foundation, exposure to CMDB concepts, and experience in regulated, mission-critical, or high-availability operational environments.