ITSM Knowledge Manager

Koniag Government Services, LLC•Washington, DC

1d•$115,000 - $129,000•Onsite

About The Position

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a detail-oriented and experienced ITSM Knowledge Manager to support a Network Operations Center (NOC) environment, with a primary focus on development, governance, and continuous improvement of knowledge management capabilities within the ServiceNow platform. The ideal candidate is a collaborative and analytically minded professional with a strong background in IT knowledge management, ITSM processes, and NOC operations. This individual will play a pivotal role in ensuring that accurate, timely, and actionable knowledge is available to NOC technicians and operations staff, reducing mean time to resolution, minimizing repeat incidents, and supporting a culture of continuous learning and operational excellence. The ITSM Knowledge Manager will be responsible for the end-to-end governance, development, and maintenance of the NOC knowledge management program within the ServiceNow platform. This individual will work closely with NOC team leads, Tier 1 through Tier 3 operations staff, incident and problem managers, and IT leadership to capture institutional knowledge, build and maintain a robust knowledge base, and ensure that knowledge artifacts are accurate, accessible, and aligned with current operational procedures and technical standards.

Requirements

Bachelor's degree in Information Technology, Computer Science, Knowledge Management, Communications, or a related field from an accredited college or university, or equivalent work experience.
3+ years of experience in an IT knowledge management, technical writing, ITSM administration, or NOC operations role.
2+ years of hands-on experience administering or contributing to knowledge management programs within the ServiceNow platform.
Demonstrated experience developing technical documentation, runbooks, standard operating procedures, or knowledge articles in a NOC, service desk, or IT operations environment.
Exceptional communication skills in English – both written and oral – with the ability to synthesize complex technical information into clear, concise, and actionable knowledge content for audiences at varying levels of technical expertise.
Hands-on proficiency with the ServiceNow platform, specifically the Knowledge Management module, including configuration of knowledge bases, article workflows, templates, categories, and user access controls.
Strong understanding of ITIL-based knowledge management principles and practices, including the knowledge article lifecycle, known error database (KEDB) management, and the integration of knowledge management with incident and problem management processes.
Demonstrated ability to work collaboratively with NOC technicians, SMEs, and operations leadership to elicit, document, and maintain accurate and operationally relevant knowledge content.
Experience conducting knowledge base audits, gap analyses, and content quality assessments, with the ability to develop and execute remediation plans.
Familiarity with NOC operations, including event and incident management workflows, escalation procedures, alert triage, and shift-based operational environments.
Ability to analyze ServiceNow incident and problem data to identify knowledge gaps, recurring issues, and opportunities to develop content that reduces mean time to resolution (MTTR).
Experience developing knowledge management governance frameworks, including contribution policies, article standards, review workflows, and content lifecycle procedures.
Strong organizational and attention-to-detail skills with the ability to manage a large and complex knowledge repository while maintaining high standards of content quality and accuracy.
Proficiency in developing and interpreting knowledge management performance metrics and reports to support data-driven program improvements.
Ability to obtain Public Trust Clearance.

Nice To Haves

ITIL Foundation Certification or higher, with familiarity with ITIL knowledge management process principles.
ServiceNow Certified System Administrator (CSA) or equivalent ServiceNow platform certification.
Experience supporting federal government IT or NOC environments.
ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM) certification.
ITIL v4 Foundation or higher certification, with specific knowledge of ITIL knowledge management and continual improvement practices.
Experience working in a federal government NOC or IT operations environment, including familiarity with FISMA, FedRAMP, or related compliance frameworks.
Familiarity with ServiceNow Virtual Agent and AI Search capabilities and their integration with the Knowledge Management module to support intelligent knowledge delivery and ticket deflection.
Experience supporting or contributing to a Knowledge-Centered Service (KCS) methodology adoption within a NOC or service desk environment.
Knowledge of ServiceNow reporting, dashboards, and Performance Analytics capabilities as applied to knowledge management program oversight.
Familiarity with complementary NOC tooling such as Splunk, SolarWinds, Dynatrace, or similar monitoring and observability platforms and their relationship to NOC knowledge and runbook content.
Technical writing certification or equivalent formal training in documentation, instructional design, or knowledge management disciplines.
Experience with change management and organizational adoption strategies relevant to knowledge management program implementation and cultural transformation initiatives.

Responsibilities

Own and govern the end-to-end knowledge management lifecycle within ServiceNow, including the creation, review, approval, publishing, maintenance, and retirement of knowledge articles in alignment with organizational standards and ITIL best practices.
Collaborate with NOC technicians, team leads, subject matter experts, and problem managers to identify, capture, and document operational knowledge, including troubleshooting guides, known error records, runbooks, standard operating procedures, and incident resolution procedures.
Establish and enforce knowledge management policies, standards, article templates, and quality criteria to ensure consistency, accuracy, and usability of all knowledge content across the NOC.
Conduct regular knowledge base audits and reviews, identifying outdated, inaccurate, or missing content and coordinating with technical subject matter experts to update or retire articles as needed.
Analyze incident and problem records within ServiceNow to identify recurring issues, knowledge gaps, and opportunities to develop new knowledge content that reduces repeat incidents and accelerates resolution times.
Partner with the problem management team to ensure that root cause analyses and permanent fixes are captured as knowledge articles and made available to NOC staff in a timely manner.
Monitor knowledge base usage metrics, article feedback, and search effectiveness data within ServiceNow to assess knowledge program health and drive data-informed improvements.
Develop and implement a knowledge contribution program that encourages and incentivizes NOC staff at all tiers to actively contribute, review, and improve knowledge content.
Configure and maintain ServiceNow Knowledge Management module settings, including knowledge bases, categories, article templates, user access controls, and workflow configurations.
Support the integration of ServiceNow knowledge management capabilities with related ITSM modules, including incident management, problem management, the virtual agent, and self-service portals, to ensure knowledge is surfaced contextually at the point of need.
Develop and deliver training and onboarding materials to ensure NOC staff understand how to effectively search, consume, and contribute to the knowledge base.
Produce regular knowledge management performance reports and metrics for NOC leadership and IT management, including article utilization rates, knowledge deflection rates, and content health indicators.
Support continuous service improvement initiatives by leveraging knowledge data and insights to recommend and implement enhancements to NOC processes and procedures.
Serve as the primary point of contact and subject matter expert for all knowledge management activities, tools, and governance within the NOC environment.