ServiceNow Sr Developer

Job Description

We have a position for a ServiceNow Sr Developer with one of our clients in Raleigh, NC for an initial contract duration of 11 months. No third party candidates considered for this position.

The ServiceNow Knowledge Management SME will lead the design, implementation, and optimization of knowledge management practices within the ServiceNow platform. This role will play a critical part in improving service delivery efficiency, enhancing customer experience, and enabling scalable support models across RapidScale’s managed services organization.

What You Will Do

• Design and implement Knowledge Management frameworks within ServiceNow aligned to ITIL best practices
• Define governance, taxonomy, and lifecycle management for knowledge articles
• Partner with Service Delivery, Support, and Engineering teams to capture, structure, and maintain high-quality knowledge content
• Drive adoption of knowledge-centered service (KCS) practices across the organization
• Configure and optimize ServiceNow Knowledge Management modules, including workflows, templates, and access controls
• Analyze usage metrics and continuously improve knowledge effectiveness and findability
• Support self-service and customer-facing knowledge initiatives
• Train and enable internal teams on knowledge management best practices

What You Bring

• 5+ years of experience in Knowledge Management, ITSM, or Service Operations
• Strong experience implementing Knowledge Management within ServiceNow
• Deep understanding of ITIL and Knowledge-Centered Service (KCS) methodologies
• Experience working in managed services, support organizations, or enterprise IT environments
• Strong stakeholder management and ability to drive adoption across multiple teams
• Ability to translate operational processes into scalable knowledge frameworks

Preferred

• ServiceNow certifications (CSA, CIS-Knowledge Management)
• Experience supporting customer-facing knowledge bases and self-service portals
• Background in cloud, infrastructure, or managed services environments

Additional Information:

Target years of experience: 5-6+yrs

What are your top 3-5 MUST HAVEs OR REQUIRED skillset: 

• Strong experience with ITSM/CSM & SPM and exposure to ITOM, CMDB, or Service Catalog
• Hands-on experience with JavaScript, REST APIs, and integrations
• Understanding of cloud environments (AWS, Azure, VMware) and how they integrate with ITSM workflows
• Experience working in a managed services, MSP, or enterprise IT environment preferred
• Strong problem-solving skills and ability to work in a fast-paced, cross-functional environment