Steve Love
Enterprise Knowledge & AI Governance | ServiceNow Knowledge Management | Now Assist | Systems Thinker | USAF Veteran
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About
I'm a systems thinker who has spent 18 years making enterprise knowledge work, first across Air Force headquarters and joint commands, now on ServiceNow at Bristol Myers Squibb.
My habit is the same everywhere: find where the system actually fails, fix the structure rather than the symptom, and instrument it so the fix holds.
At BMS I co-owned the Knowledge Management product roadmap for two years and still shape it heavily. I write acceptance criteria and make release calls. We've shipped Now Assist Knowledge skills and an AI article-generation bot that drafts content for owner review, and I track Article Health, deflection, adoption, and MTTR to decide what to build, retire, or rewrite. I also sit on ServiceNow's AI Frontier and Generative AI Product Advisory Councils.
Most of my governance work happens without line authority. At BMS the content owners don't report to me. At HQ U.S. Air Forces in Europe – Air Forces Africa, I ran the knowledge estate for 35,000 users across 88 units that didn't report to me either. Adoption comes from standards people can follow, data they can't argue with, and sponsors who back the model.
Some of my most important work was built with no template, under pressure: collaboration and reporting systems for the COVID-19 planning team, the Operation ALLIES WELCOME crisis action team (25,000+ evacuees), and the Ukraine battle watch. Earlier I authored the U.S.
Forces
Japan J6 knowledge management plan and served on the Air Force team that rewrote knowledge management doctrine for an 834-person career field.
What I focus on
- Knowledge governance and content lifecycle in federated organizations
- AI-ready knowledge: structure, metadata, and retrieval quality for AI search and agents
- Knowledge product management: roadmap input, acceptance criteria, release decisions
- Taxonomy and information architecture
- Knowledge health metrics and feedback loops
- Platforms: ServiceNow (Knowledge, Now Assist, Virtual Agent, Employee Center, ITSM), SharePoint and Microsoft 365 I care most about where enterprise AI meets trustworthy knowledge: making sure the answers AI gives employees come from content someone owns, keeps current, and can defend.
Retired U.S. Air Force, 21 years.
