Knowledge Base Analyst - ServiceNow

Discover your 100% YOU with MicroSourcing!

Position: Knowledge Base Analyst - ServiceNow

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Why join MicroSourcing?

Youll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Be a part of something big at Microsourcing! Were building a new team to support Australias dynamic challenger in the telco space, a company committed to redefining customer experiences and pushing the boundaries of digital innovation. This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company thats at the forefront of the telecommunications industry!

Your Role:

Were looking for a highly skilled Knowledge Base Analyst to join our team, reporting directly to the Associate Director, Optimisation & Platforms. In this role, you;ll be instrumental in ensuring the ServiceNow platform maintains accurate, high-quality, and AI-ready data. You will play a pivotal role in the Configuration Management Database (CMDB) and with knowledge articles.

A key focus will be on addressing data and knowledge quality to improve operational efficiency, ensure reliable billing, and streamline event management across the business. The ideal candidate is a self-driven problem-solver with strong communication and stakeholder engagement skills. You will be expected to not only uplift the quality of data and content, but also to collaborate with stakeholders and report on your progress and challenges to a governance forum.

As a Knowledge Base Analyst, you will:

• Data/Content Quality Uplift: Identify and fix inaccurate, outdated, or duplicate data in the CMDB and knowledge articles.
• Knowledge Management: Ensure knowledge articles are accurate, well- categorized, and up-to-date. This includes inactivating obsolete information and structuring content with tagging, metadata, and taxonomy to support AI consumption and searchability.
• Stakeholder Engagement: Collaborate effectively with stakeholders and hold them accountable for providing timely responses.
• Reporting & Governance: Provide regular updates to a governance forum on progress and challenges, with a focus on how improvements support AI readiness and long-term governance standards.
• Documentation: Maintain clear and effective procedural documentation.
• Task Management: Complete assigned tasks accurately, on time, and with

What You Need:

Non-negotiables

• Content development and management experience, preferably working with ServiceNow data or content
• Proven experience in data quality, cleansing, normalization, and content management across large datasets.
• Proficiency with the ServiceNow platform at a user level.
• Strong documentation, organizational, and time management skills.
• Professional-level written and verbal English communication skills.
• Results-focused with strong attention to detail and the ability to work autonomously.
• Experience in confident relationship-building and stakeholder management.
• Demonstrated ability to follow governance standards and defined policies.
• The ability to analyze and interpret data trends, identify anomalies, and recommend corrective actions.

Preferred Qualifications

• Experience supporting AI-powered ServiceNow features.
• Knowledge of IT Service Management (ITSM) processes.
• Experience with ServiceNow reporting and dashboarding.
• Experience reconciling ServiceNow CMDB with external sources.
• Familiarity with CMDB best practices and data governance frameworks.
• Strong understanding of taxonomy, metadata, and categorization for structuring CMDB records and knowledge articles.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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