Knowledge Domain Engineer - Performance

As a Knowledge Domain Engineer, your goal is to maintain and improve content health and quality for one or more Support Knowledge Domains (Areas of Expertise). By conducting holistic analysis of case and knowledge management trends, you will identify the challenges and opportunities unique to your domain(s) and work with Technical Support Engineers and Subject Matter Experts to ensure the content they create is available, findable, accessible, and sufficient to solve customer issues. As a Performance KDE you will become expert in ServiceNow core platform, tables, and data management, partnering with developers and engineers to understand and document customer-facing issues and solutions.

What You Get To Do In This Role:

· Teach and refine AIto ensure the right content is served to TSEs and customers at the right time through search simulations and partnership with AI and search teams

· Oversee closed loop ownership group activities for your domain; Review suggested duplicate KBs and approve, retire, and/or teach AI why they are not duplicates

· Create and contribute to Community conversations for key topics in your SME area with the intent to generate customer involvement and excitement, inform customers of best practices, nuances, workarounds, resources, etc, while encouraging customer to customer interactions

· Assess existing related videos to determine if they are current or otherwise outdated and need to be modified.

· Assess and optimize search queries and search behavior; optimize content when it doesn’t meet standards

· Monitor old KB drafts, newly published KBs, internal only KBs, taking necessary steps to improve or reduce where needed

· Create storyboards and sign off on content for videos that will complement or replace articles, videos, product content

· Serve as a peer leader and technical champion for your domain; coach and mentor others

Requirements

Qualifications and technical skills that will lead to your success:

• 4+ years of technical support and/or technical writing experience
• 1+ years interpreting and analyzing data to identify opportunities and communicate results
• Strong Communication skills to articulate technical details with TSEs, other SME teams, and internal leaders in a way that can be clearly understood.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Experience in scripting languages such as JavaScript, Python, Perl, Unix Shell, Windows Shell
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience with bi-directional automated integration between systems
• Personal commitment to quality and a customer-oriented mentality
• Experience with ServiceNow Platform Administration highly preferred

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