Knowledge Manager

The Knowledge Manager serves as the primary practitioner responsible for day-to-day execution of the knowledge management process supporting IT service delivery across the enterprise. This role manages the capture, organization, and maintenance of institutional knowledge in a centralized knowledge base used by service desk and operations teams supporting mission-critical systems. The Knowledge Manager works with subject matter experts to turn tacit expertise and recurring resolutions into clear, reusable knowledge articles that improve incident resolution and user self-service while promoting a culture of knowledge sharing and ensuring content quality, relevance, and accessibility across enterprise environments.

Key Responsibilities

• Own the operational lifecycle of knowledge articles, including intake, review, publishing, periodic audit, and retirement to keep the knowledge base accurate and actionable for all users.

• Design and maintain information structures such as categories, tags, and metadata to improve searchability and navigation within ITSM and collaboration platforms.

• Collaborate with service desk agents and technical teams to capture resolutions for frequent incidents and service requests as standardized knowledge articles and known error records.

• Monitor usage analytics, search terms, feedback, and deflection indicators to identify content gaps, improve article effectiveness, and prioritize knowledge creation efforts.

• Ensure that knowledge assets comply with security, privacy, and content standards appropriate for highly regulated government environments, including appropriate role-based access controls.

• Provide coaching and just-in-time support to knowledge contributors and reviewers on writing standards, templates, and knowledge-centered support practices.

• Coordinate with the broader knowledge management or process owner role to implement improvements to workflows, governance rules, and supporting tools.

• Implement and manage ITIL-based IT Service Management (ITSM) processes within the program, ensuring efficient IT service delivery and continuous improvement.

Required Qualifications

• Bachelor's degree in Information Management, Library Science, Business Administration, or related field, or equivalent work experience.

• 5-10 years of experience in knowledge management, IT service management, service desk operations, or related ITSM functions.

• Strong understanding of knowledge management principles, ITIL frameworks, and data security best practices.

• Experience with knowledge management tools and platforms (e.g., SharePoint, Confluence, or enterprise ITSM knowledge modules).

• Excellent problem-solving, analytical, communication, and interpersonal skills with the ability to manage multiple tasks effectively.

• Active Secret security clearance and U.S. citizenship required.

• Availability to travel less than 10% as needed.

Preferred Qualifications

• Hands-on experience with enterprise knowledge management modules embedded in ITSM or CRM platforms.

• Foundational certification or formal training in knowledge management (e.g., CKM) or IT service management methodologies (e.g., ITIL Foundation or higher).

• Familiarity with federal IT environments, policies, and compliance requirements.

• Proven track record in conducting reviews of knowledge assets, leading knowledge management initiatives, and developing comprehensive knowledge management documentation.