Senior Consultant ServiceNow Knowledge Management

Cargill is committed to providing food and agricultural solutions to nourish the world in a safe, responsible, and sustainable way. Sitting at the heart of the supply chain, we partner with farmers and customers to source, make and deliver products that are vital for living.
Our 155,000 team members innovate with purpose, providing customers with life's essentials so businesses can grow, communities prosper, and consumers live well. With over 160 years of experience as a family company, we look ahead while remaining true to our values. We put people first. We reach higher. We do the right thing-today and for generations to come.

Job Purpose and Impact

The Senior Consultant ServiceNow Knowledge Management has deep expertise of ServiceNow Knowledge Management platform and owns the quality, accuracy, governance, discoverability, and effectiveness of knowledge assets across the ServiceNow platform, enabling consistent knowledge experiences and self-service capabilities across multiple functions and cross-functional business processes, including IT, HR, Finance, Procurement, and other enterprise service areas. This role partners closely with the OCM (Organizational Change Management) Lead on adoption efforts, training updates, and broader enablement strategies.

Key Accountabilities

• KNOWLEDGE GOVERNANCE: Maintains enterprise knowledge governance standards, including taxonomy, metadata, templates, approval workflows, content ownership, and lifecycle processes to ensure knowledge quality, consistency, compliance, and discoverability across the platform.
• KNOWLEDGE LIFECYCLE MANAGEMENT: Coordinates the creation, review, publication, maintenance, and retirement of knowledge articles by partnering with content owners and subject matter experts to ensure content remains accurate, relevant, and aligned with business and platform standards.
• PLATFORM & SELF-SERVICE ENABLEMENT: Administers Program/Platform Knowledge Management capabilities and partners with Employee Center, Virtual Agent, AI Search, and Service Desk teams to optimize knowledge delivery, improve self-service experiences, and enable faster issue resolution. Advances AI-powered experiences through high-quality, discoverable, and consistent knowledge that enhances employee experiences and capabilities.
• EMPLOYEE EXPERIENCE & KNOWLEDGE STRATEGY: Partners with business, platform, and functional stakeholders to develop and execute knowledge management strategies that improve employee experience, increase self-service adoption, reduce support demand, and enable consistent access to enterprise information.
• AI & SEARCH OPTIMIZATION: Partners with AI Search, Virtual Agent, Employee Center, and platform teams to improve content discoverability, search relevance, knowledge reuse, and AI-powered employee experiences through effective knowledge architecture and content standards.
• CONTENT QUALITY & CONTINUOUS IMPROVEMENT: Monitors content health, article quality, user feedback, and search performance to identify improvement opportunities, facilitate regular content reviews, and drive continuous enhancement of the knowledge base and user experience.
• STAKEHOLDER COLLABORATION & CHANGE ENABLEMENT: Collaborates with product managers, platform owners, service owners, support teams, and business stakeholders to identify knowledge gaps, prioritize content development, and provide coaching and training on knowledge management standards and Knowledge-Centered Service (KCS) practices to promote organizational adoption.
• REPORTING & ANALYTICS: Develops and maintains dashboards and performance metrics that measure knowledge effectiveness, including article usage, search success, self-service adoption, case deflection, content health, and customer satisfaction, providing data-driven recommendations to improve outcomes.
• PROCESS OPTIMIZATION: Identifies and implements opportunities to improve knowledge management processes, workflows, automation, and platform integrations to increase operational efficiency, strengthen governance, and enhance the overall employee experience.

Qualifications

MINIMUM QUALIFICATIONS

• Minimum requirement of 4 years of relevant work experience. Typically reflects 5 years or more of relevant experience
• Bachelor's degree in Business, Information Systems, Knowledge Management, or a related field
• Experience supporting ServiceNow Knowledge Management platform
• Experience developing and implementing knowledge governance standards, content lifecycle processes, and knowledge management best practices

PREFERRED QUALIFICATIONS

• Experience supporting ServiceNow Knowledge Management, Employee Center, AI Search, or Virtual Agent capabilities
• Experience leading or supporting enterprise knowledge management programs and governance frameworks
• Experience developing knowledge taxonomies, metadata standards, and information architecture
• Experience supporting employee self-service, digital employee experience, or service delivery transformation initiatives
• Knowledge-Centered Service (KCS) certification or experience applying KCS methodologies

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Equal Opportunity Employer, including Disability/Vet.

Relocation assistance and visa sponsorship will not be provided for this position.

The expected salary for this position is $97,000 - $140,000. Compensation varies depending on a wide array of factors including but not limited to the specific location, certifications, education, and level of experience. The disclosed range estimate may be adjusted for any applicable geographic differential associated with the location at which the position may be filled. This position is eligible for a discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance.
At Cargill we put people first. As part of your overall rewards, we offer a comprehensive benefit program including medical and/or other benefits dependent on the position offered and hours worked. Visit: https://www.cargill.com/page/my-health/mh-health-and-wellness to learn more (subject to certain collective bargaining agreements for Union positions).
Minnesota Sick and Safe Leave accruals of one hour for every 30 worked, up to 48 hours per calendar year unless otherwise provided by law.
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