Job Title: ServiceNow Assist -Knowledge Strategy & AI Optimization Lead

Location: Toronto, ON (Hybrid)

Estimated Duration: 6 Months

Overview

We are seeking an experienced Enterprise Knowledge Strategy & AI Optimization Lead to design, implement, and operationalize an enterprise knowledge management strategy that enables AI-powered knowledge experiences for ServiceNow Assist.

This is not a traditional knowledge management role focused on documentation or change management. We are looking for a strategic practitioner who has previously designed and implemented the organizational processes, governance models, workflows, and operating frameworks required to continuously improve knowledge quality and AI effectiveness.

The successful candidate will answer the critical “Now what?” question for an organization that has invested in AI-enabled knowledge capabilities and is committed to delivering bot-first resolution experiences, but requires the right processes, tools, governance, and organizational behaviors to create a sustainable cycle of continuous improvement.

This individual will take a look at how ServiceNow is being used within the organization, help implement Assist with the vendor and get an org stood up around it (put in place the right tools, behaviours, and processes) to create a repeatable operating model that ensures knowledge owners across Technology continuously improve enterprise knowledge, resulting in increasingly accurate AI responses, better employee experiences, and measurable operational efficiency.

Key Responsibilities

Enterprise Knowledge Strategy

• Develop and execute an enterprise-wide knowledge management strategy supporting AI-powered knowledge solutions.
• Design the operating model, governance framework, roles, ownership model, taxonomy, metadata standards, and content lifecycle processes.
• Establish standards for creating, validating, maintaining, and retiring enterprise knowledge.
• Identify opportunities to consolidate fragmented knowledge sources into a trusted enterprise knowledge ecosystem.

AI Knowledge Optimization

• Design the processes required to continuously improve the knowledge that feeds AI assistants, including ServiceNow Assist.
• Optimize enterprise knowledge for AI retrieval, search relevance, answer quality, and user trust.
• Define feedback mechanisms that capture user interactions and convert them into actionable knowledge improvements.
• Establish metrics and governance that continuously improve AI performance over time.

Knowledge Operations & Process Design

• Design scalable knowledge optimization workflows that leverage ServiceNow Knowledge Management, Snowflake, and complementary enterprise technologies.
• Recommend the tools, capabilities, and operating processes required to support long-term knowledge maturity.
• Create repeatable governance processes that embed knowledge management into day-to-day operations rather than treating it as a standalone activity.
• Establish accountability models that ensure business and technology teams actively own and improve their knowledge assets.

Organizational Change & Adoption

• Partner with Technology leaders and business stakeholders to embed knowledge management into operational processes.
• Drive organizational behaviors that encourage continuous knowledge contribution, ownership, and improvement.
• Facilitate workshops to define ownership, governance, and knowledge quality standards.
• Develop adoption strategies that encourage teams to continuously improve AI-enabled knowledge experiences.

Required Qualifications

• 8+ years of experience designing and implementing enterprise Knowledge Management strategies.
• Demonstrated experience standing up enterprise knowledge governance, operating models, and continuous improvement processes.
• Experience designing knowledge optimization processes that improve AI-powered assistants rather than simply managing documentation repositories.
• Strong understanding of organizational design, business processes, and change management as they relate to enterprise knowledge.
• Experience creating knowledge quality frameworks, governance models, and lifecycle management processes.
• Proven ability to influence senior stakeholders and drive cross-functional adoption.
• Strong consulting, facilitation, and executive communication skills.

Preferred Qualifications

• Experience implementing or optimizing ServiceNow Knowledge Management and/or ServiceNow Now Assist.
• Experience supporting Snowflake Snow Assist or comparable enterprise AI assistants.
• Familiarity with AI search, Retrieval-Augmented Generation (RAG), semantic search, vector search, and enterprise knowledge architectures.
• Experience with enterprise collaboration platforms such as SharePoint, Confluence, Microsoft 365, or similar knowledge repositories.
• Consulting experience leading enterprise transformation or digital workplace initiatives.
• Experience within large, complex enterprise technology organizations.

What Success Looks Like

• Established an enterprise knowledge management strategy for  ServiceNow Assist
• Designed governance processes that create clear accountability for knowledge ownership.
• Implemented scalable workflows that continuously improve knowledge quality feeding AI assistants.
• Increased AI answer quality and bot-first resolution rates through improved enterprise knowledge.
• Embedded sustainable knowledge management behaviors across Technology teams.
• Built a measurable knowledge org that continuously captures feedback, improves quality, and enhances AI performance over time.
• Created the processes, governance, tools, and organizational capabilities that ensure enterprise knowledge becomes more valuable with every interaction.