Senior ITIL Knowledge Manager
- Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for service desk and IT operations
- Develop and enforce quality standards for knowledge articles and documentation
- Monitor, manage, and maintain knowledge articles within ServiceNow
- Conduct regular audits of the knowledge management system to ensure compliance with customer’s policies, procedures, governance and ITIL guidelines
- Collaborate with operations and engineering teams to capture, validate, and organize knowledge effectively
- Analyze and report on knowledge usage, gaps, and improvement opportunities
- Train staff in ITIL knowledge management practices and tools
- Ensure knowledge base articles are up-to-date, relevant, and easily accessible
- Implement continuous improvement initiatives for knowledge management processes
- Coordinate with change management and problem management teams to update knowledge based on incidents and changes
- Support continuous improvement initiatives within the incident management function.
- Bachelor’s degree in computer science, Information Technology, or similar technical field
- 8–12 years of prior relevant experience or master’s degree with 6–10 years of prior relevant experience. Specific experience, education and training may be considered in lieu of degree
- Knowledge of the Service Management workflows and ITSM processes
- Current ITIL 4 certification and training
- Experience implementing and using ServiceNow as a knowledge management repository
- Proficiency in data analysis and statistical methods
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
- Security Clearance: TS/SCI
Our employees embody our core values, and we are looking for others who do too!
- Customer Experience: Strive for excellence and delight our clients
- Innovation: Embrace creative thinking to enable continual growth and powerful solutions
- Accountability: Take ownership of and pride in our actions and service delivery
- Inspire: Be inspired to be your best self and have fun in the process
- Integrity: Do the right thing, the right way, every time!
- Stewardship: The careful and responsible management of something entrusted to our care.
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