Hello SAP FOLKS! Red is looking for The need is for a ServiceNow/ITSM consultant to handle a ServiceNow knowledge article clean up project. We are looking to go through the ITSM knowledge articles in ServiceNow which does require working with the process lead and business stakeholders to have the content in the articles updated. We would also like to add the business stakeholder to the article to allow for updated task to be sent to that person for quarterly updates to be provided.
This project would also include creating a new knowledge article template.
1. KB cleanup (4 months x 300 articles per month = 1,200 total):
1. Create a new template for KB articles, similar to what HR team uses in their own KB. The main idea for the template is to have a short summary and then break down detailed information into collapsible sections.
2. Cleanup for old articles to use new template and flag outdated content. Some articles will probably need to be archived.
3. Configure and start using the KB attestation process to enforce the articles to stay up to date.
4. Cleanup for article owners no longer in Otis or moved to different teams inside the organisation.
5. Communicate with article owners and get them up to speed about all the changes above
Reference
CR/124038_1738705945