Senior Consultant ServiceNow Knowledge Management

Job description

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 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…