ServiceNow Knowledge Manager
Cargill is committed to providing food and agricultural solutions to nourish the world in a safe, responsible, and sustainable way. Sitting at the heart of the supply chain, we partner with farmers and customers to source, make and deliver products that are vital for living.
Our 155,000 team members innovate with purpose, providing customers with life’s essentials so businesses can grow, communities prosper, and consumers live well. With over 160 years of experience as a family company, we look ahead while remaining true to our values. We put people first. We reach higher. We do the right thing—today and for generations to come.
Job Purpose and Impact
The ServiceNow Knowledge Manager is the hands-on owner of knowledge on CargillNow, Cargill’s ServiceNow platform. This role will set the standards, run the content lifecycle, including quality, accuracy, governance and effectiveness of CargillNow Knowledge assets, enabling a consistent experience across IT, HR, Finance, Legal, Procurement, and other enterprise services, in multiple regions and languages.
This role will enable employee self-service and increase service desk case deflection through knowledge that is accurate, current, and ready for advanced search capabilities. This is role will lead through influence across enterprise services, regions, and content owners.
The role will be part of the CargillNow Experience team and partner closely with the Organizational Change Management (OCM) lead on adoption, training, and enablement.
WHAT SUCCESS LOOKS LIKE
- Assess the current knowledge bases, consolidate or retire outdated and duplicate content, and put in place an enterprise governance model that every participating function follows.
- Make knowledge AI-ready: structure and tune content so AI Search and Virtual Agent return accurate answers, with measurable improvement in search success and self-service resolution.
- Embed Knowledge-Centered Service (KCS) practices in priority service teams so knowledge is created and improved as part of resolving cases.
- Establish a knowledge health dashboard that service owners use to make decisions.
Key Accountabilities
- KNOWLEDGE GOVERNANCE & LIFECYCLE: Own enterprise knowledge standards (taxonomy, metadata, article templates, approval workflows, ownership, and review cycles) and runs the lifecycle from creation through retirement with content owners and subject matter experts in each service area. Balance enterprise consistency with the legitimate needs of individual services and regions.
- SERVICENOW KNOWLEDGE PLATFORM OWNERSHIP: Configure and administer ServiceNow Knowledge Management on a multi-function instance, including knowledge bases, user criteria and access, templates, workflows, feedback and flagging, multilingual content, and Knowledge Blocks. Make and document design decisions, writes user stories, and partners with platform team on enhancements and upgrades.
- SEARCH & SELF-SERVICE: Optimize how knowledge surfaces in Employee Center and advanced search capabilities such as Now Assist: tunes search configuration (search profiles, synonyms), close content gaps revealed by failed searches and unresolved conversations and set the content standards that make knowledge AI ready.
- KCS & CONTENT QUALITY: Lead adoption of KCS across service teams: coach agents and content owners, run article quality reviews, and use feedback, usage, and search data to decide what to fix, create, or retire.
- STAKEHOLDER LEADERSHIP & CHANGE: Align product managers, platform and service owners, support teams, and business stakeholders on knowledge priorities across service areas and regions. Partner with the OCM lead on communications, training, and adoption so standards are followed at scale.
- MEASUREMENT & CONTINUOUS IMPROVEMENT: Build and own dashboards (Performance Analytics or equivalent) covering article usage and reuse, search success, self-service resolution, Virtual Agent containment, case deflection, content health, and employee satisfaction. Turn results into a prioritized improvement backlog spanning process, automation, and integrations.
Qualifications
MINIMUM QUALIFICATIONS
- Minimum requirement of 4 years of relevant work experience. Typically reflects 5 years or more of relevant experience
- Bachelor’s degree in Business, Information Systems, Knowledge Management, or a related field, or equivalent experience
- Three years of hands-on ServiceNow Knowledge Management experience, including configuring knowledge bases, user criteria, templates, and workflows on a multi-function (enterprise service management) instance
- Proven record of improving self-service outcomes, such as search success, case deflection, or Virtual Agent containment, with results you can quantify
- Solid grounding in Knowledge Management practice: governance, taxonomy, content lifecycle, and KCS
- Experience influencing stakeholders across functions and regions in a large, global organization without direct authority
PREFERRED QUALIFICATIONS
- Experience with ServiceNow AI Search, Virtual Agent, Employee Center, and Now Assist or other generative AI applied to knowledge
- KCS certification (e.g., KCS v6 Practices or KCS Trainer/Coach); ServiceNow Certified System Administrator or Knowledge Management credentials from Now Learning
- Experience managing multilingual knowledge for a global workforce, including translation workflows
- Experience with HR knowledge (country-specific policies, restricted audiences) and with consolidating knowledge from other repositories, such as SharePoint, into ServiceNow
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Equal Opportunity Employer, including Disability/Vet.
Relocation assistance within the U.S. will be provided for this position. Visa sponsorship will not be provided for this position.
This position is based in Atlanta, Georgia.
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