Lead Knowledge Domain Engineer

4 weeks ago

Orlando, Florida, United States ServiceNow Full time
Company Description

At ServiceNow, our technology makes the world work for everyone. We move fast and innovate in unique ways for our customers and communities. Joining ServiceNow means being part of a team of change makers with a drive for ingenuity. We believe in living your best life and sharing your talents. We support each other in making dreams come true. The future starts with you.

With over 7,700+ customers, we serve around 85% of the Fortune 500. We are proud to be recognized as one of FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.

Learn more about Life at Now on our blog and hear from our employees about their experiences working at ServiceNow.

Job Description

Description: As a Knowledge Domain Engineer, your goal is to maintain and improve content quality for Support Knowledge Domains. By analyzing case trends, you will identify challenges and opportunities unique to your domain(s) and work with teams to ensure customer issues are resolved effectively. As a Lead KDE, you will partner with senior leadership to enhance team productivity and influence operational strategies.

What you get to do in this role:

  • Teach and refine AI for optimal content delivery
  • Oversee domain activities and manage KBs
  • Contribute to Community conversations
  • Assess and optimize search queries
  • Mentor team members
Qualifications

To Be Successful In This Role

  • 8+ years of technical support/technical writing
  • 4+ years in a leadership role
  • 1+ years in data analysis
  • Strong Communication skills
  • Excellent written and verbal communication skills
  • Advanced understanding of JavaScript, SQL, TCP/IP
  • Ability to read programming languages
  • Commitment to quality and customer satisfaction
Additional Information

ServiceNow is an Equal Employment Opportunity Employer. We value diversity and inclusion. For positions requiring technical data access, export control regulations may apply. Beware of fraudulent job postings. Genuine ServiceNow job listings are only on the ServiceNow Careers site.

© Fortune Media IP Limited. Fortune and Fortune Media IP Limited are not affiliated with ServiceNow.

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