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Knowledge & Experience Content Specialist
44 minutes ago
We are currently requesting resumes for the following position: Knowledge & Experience Content Specialist Resume Due Date: Friday, October 17th, (5:00PM EST) Job ID: 25- Number of Vacancies: 1 Level: MP4 Duration: 12 Months Hours of work: 35 Hours per week Location: Brock Road, Pickering Work Mode: % remote Job Overview We are looking for a creative, detail-driven, and employee-centric Knowledge & Experience Content specialist to lead the development, management, and optimization of knowledge assets across multiple formats for Shared Services-including ServiceNow knowledge base articles, job aids, process documentation, and internal presentations. This individual will ensure all content is easy to understand, visually engaging, and aligned with our goal of enabling seamless self-service and empowering employees through exceptional support experiences. You will serve as the key guardian of knowledge quality and accessibility, helping teams across the organization create content that’s clear, consistent, and useful. Translate technical or operational language into clear, helpful, and engaging content that supports employee self-service. Partner with stakeholders to develop or refine knowledge articles, presentations, job aids, and process documentation that support employee learning, onboarding, and process understanding. Ensure all materials follow plain language, accessibility, and visual design best practices. Establish and maintain standards for content quality, formatting, taxonomy, and metadata tagging across platforms. Create templates, toolkits, and style guides to enable content contributors to follow best practices. Use analytics to monitor content performance and identify areas for improvement. Collect and incorporate employee feedback to continuously improve content usability and discoverability. Collaborate with employee experience, IT, HR, and communications teams to ensure content meets evolving employee needs. Qualifications 3+ years of experience in knowledge management, content strategy, technical writing, or instructional design. Strong written and visual communication skills with a knack for making complex concepts simple. Experience with ServiceNow Knowledge Management and familiarity with content types such as SOPs, flowcharts, and slide decks. Knowledge of UX principles and/or experience with employee self-service portals is a plus. Self-starter who thrives in a fast-paced, collaborative environment. Our client is dedicated to promoting employment equity and encourages applications from equity-seeking communities including but not limited to: Indigenous Peoples, racialized individuals, persons with disabilities, and women. Our client aims to build a diverse team that reflects the communities it serves, enhancing its ability to meet their needs. We are committed to an inclusive and accessible work environment and invites all qualified individuals to apply, offering accommodations during the application, interview and onboarding process as needed. This effort supports our client’s long-term strategy for equity, diversity, and inclusion.
