Knowledge Domain Engineer – Performance

2 months ago

Orlando, Florida, United States ServiceNow Full time
Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.

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

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

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 AI to 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

Qualifications

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

FD21

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

From Fortune Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

  • Software Engineer

    2 months ago

    Orlando, Florida, United States Electronic Arts Full time

    C++ Generalist Software Engineer - AFL UT/OnlineEA SPORTS is one of the leading sports entertainment brands in the world, with top-selling videogame franchises, award-winning interactive technology, fan programs, and cross-platform digital experiences. EA SPORTS creates connected experiences that ignite the emotion of sport through industry-leading sports...

  • C++ Generalist Software Engineer

    4 weeks ago

    Orlando, Florida, United States Electronic Arts Full time

    EA SPORTS is one of the most iconic brands in entertainment – connecting hundreds of millions around the world to the sports they love through a portfolio of industry-leading video games..EA SPORTS Madden NFL is the best-selling sports property in U.S. Video game history. Madden NFL is an immersive, simulation-based, authentic NFL interactive experience,...

  • Cyber Security Engineer

    1 day ago

    Orlando, Florida, United States Lockheed Martin Full time

    About the RoleThis is a challenging opportunity to join Lockheed Martin's team as a Cyber Security Engineer. As a Cyber Test and Exploitation Specialist, you will be responsible for conducting exploitation testing to improve the integrity and security of weapon system environments.Key ResponsibilitiesAnalyzing Software: You will analyze software to discover...

  • IT Systems Engineer

    1 day ago

    Orlando, Florida, United States Lockheed Martin Full time

    About the RoleWe are seeking a highly motivated and experienced IT Systems Engineer to join our team at Lockheed Martin. As a key member of our digital transformation initiative, you will play a critical role in supporting the development and implementation of cutting-edge technologies.Key ResponsibilitiesAdminister and maintain heterogeneous networks using...

  • Senior Pavement Engineer

    6 days ago

    Orlando, Florida, United States ARA Full time

    Position Overview:The Engineering Science Division at Applied Research Associates, Inc. (ARA) is on the lookout for a Senior Engineer 1 to become a vital member of our Aircraft Operating Surfaces (AOS) team.In this role, you will act as a subject matter expert in various domains including structures, pavements, maintenance, materials, and geotechnical...

  • Senior Controls Engineer

    7 days ago

    Orlando, Florida, United States PEAK Technical Staffing USA Full time

    OVERVIEW OF THE ROLE:Possesses specialized knowledge in disciplines related to Ride and Show systems, including Ride Control, Show Control, Functional Safety, Network Systems, Special Effects, Show Action Equipment, and Animated Figures.Engages in research, development, evaluation, and technical analysis within the assigned domain, supporting various...

  • Principal Engineering Specialist

    7 days ago

    Orlando, Florida, United States ARA Full time

    Position Overview:The Engineering Science Division at Applied Research Associates, Inc. (ARA) is on the lookout for a Senior Engineer 1 to enhance our Aircraft Operating Surfaces (AOS) team.In this role, you will act as a key authority in various domains including structures, pavements, maintenance, materials, and geotechnical engineering.Your...

  • UI Software Engineer

    2 months ago

    Orlando, Florida, United States Electronic Arts Full time

    This position is Temporary Hybrid/Onsite in Orlando, FL for 12 months.EA SPORTS is one of the leading sports entertainment brands in the world, with top-selling videogame franchises, award-winning interactive technology, fan programs, and cross-platform digital experiences. EA SPORTS creates connected experiences that ignite the emotion of sport through...

  • Senior System Safety Engineer

    2 days ago

    Orlando, Florida, United States First Tek, Inc. Full time

    Position OverviewRole Summary: We are seeking a highly skilled and experienced Senior System Safety Engineer to join our team at First Tek, Inc. The ideal candidate will play a crucial role in ensuring the safety and reliability of our products developed for defense applications.The Senior System Safety Engineer (SSE) will be tasked with employing...

  • Performance Support Specialist

    6 days ago

    Orlando, Florida, United States Rose International Full time

    Position Overview:The Performance Support Engineer is tasked with addressing and resolving complex issues within the Technical Support team, with a primary focus on performance optimization and system availability. This role serves as the final escalation point within the technical support division.Educational Requirements:A minimum of a Bachelor's degree or...

  • Senior Solutions Engineer

    2 weeks ago

    Orlando, Florida, United States Zeta Full time

    About ZetaZeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.Our flagship processing platform - Zeta Tachyon - is the industry's first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing,...

  • Software Quality Assurance Engineer

    7 days ago

    Orlando, Florida, United States Lockheed Martin Corporation Full time

    Join Lockheed Martin Corporation as a pivotal member of our Missiles and Fire Control (MFC) team, where we lead the charge in developing advanced air and missile defense systems, precision fire solutions, and energy storage technologies to support both military and civilian operations.We are currently seeking a Software Quality Assurance Engineer to be based...

  • Lead Structural Engineer

    7 days ago

    Orlando, Florida, United States Applied Research Associates Full time

    Position Overview:The Engineering Science Division at Applied Research Associates, Inc. is seeking a highly skilled Senior Engineer 1 to contribute to our Aircraft Operating Surfaces (AOS) initiatives.As a Senior Engineer 1, you will act as a subject matter expert in various domains including structures, pavements, maintenance, materials, and geotechnical...

  • Lead Systems Engineer

    1 day ago

    Orlando, Florida, United States DiSTI Full time

    Position OverviewWe are looking for a Senior Systems Engineer who possesses the ability to interpret client specifications and translate those into precise requirements for development teams. This role involves executing validation tests to ensure product compliance with industry standards and practices.Key Responsibilities:Analyze contractual documents such...

  • Lead Systems Engineer

    1 day ago

    Orlando, Florida, United States DiSTI Full time

    Position OverviewWe are in search of a Senior Systems Engineer who possesses the ability to interpret client specifications and convert those needs into clear directives for development teams. This role involves executing validation tests to ensure product compliance with established industry standards and practices.Key Responsibilities:Analyze contractual...

  • Senior Linux IT Systems Engineer

    1 day ago

    Orlando, Florida, United States Lockheed Martin Full time

    Job Summary:We are seeking a highly skilled Linux IT Systems Engineer to join our dynamic team at Lockheed Martin. As a key member of our team, you will be responsible for system administration, cyber compliance, and managing hardware for Linux, Kubernetes, containers, and High Performance Computing (HPC) clusters.Key Responsibilities:Administer...

  • Artificial Intelligence Engineer

    1 month ago

    Orlando, Florida, United States Soar Technology Full time

    About Us At SoarTech, our focus is on the development of artificial intelligence (AI) that reasons like humans do to automate complex tasks, simplify human-machine interactions, or model human behaviors. Our philosophy is three-fold: to be an augmentation to, not a replacement of, the human; to think "top-down, not bottom-up;" and to be transparent so that...

  • Senior RF Software Testing Engineer

    6 days ago

    Orlando, Florida, United States Insight Global Full time

    Position Title: Senior RF Software Testing EngineerLocation: Orlando, FLContract Duration: 6-month contract to hireCompensation Range: $130-160kRequired Skills and Experience:8-10 years of expertise in RF and Software domainsProficiency in C# programmingExperience in troubleshooting, measurement, and testingBachelor's Degree in Computer Engineering,...

  • Systems Engineering Specialist

    6 days ago

    Orlando, Florida, United States ABBTECH Professional Resources Full time

    Position Overview:The Systems Engineering Specialist will play a crucial role in ensuring a comprehensive understanding of established practices within the Systems Engineering domain. This position involves collaboration with various technical disciplines and requires a solid grasp of engineering methodologies, project management, and cost estimation.Key...

  • Systems Engineering Specialist

    6 days ago

    Orlando, Florida, United States ABBTECH Professional Resources Full time

    Position Overview:The Systems Engineering Specialist will play a crucial role in ensuring the effective application of engineering principles and practices within various technical domains. This position requires a comprehensive understanding of established precedents in Systems Engineering, along with the ability to collaborate effectively with other...