Knowledge Base Manager
About The Position
DecisionPoint seeks a Knowledge Base Manager to lead documentation, content governance, and knowledge lifecycle management in support of a large federal and DoD-aligned mission environment. This role is responsible for creating, structuring, maintaining, and optimizing enterprise knowledge content including Standard Operating Procedures (SOPs), troubleshooting guides, service catalog entries, runbooks, and user support articles. The Knowledge Base Manager ensures documentation accuracy, promotes content standardization, manages version controls, and drives continual improvement across all knowledge artifacts used by service desk, engineering, cybersecurity, and program stakeholders.
Requirements
- Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.
- Bachelor’s degree in Technical Writing, Information Technology, Communications, or a related field.
- Minimum 4 years of experience in technical writing, knowledge management, or documentation development.
- Experience managing enterprise-level KB systems, documentation platforms, or service catalog structures.
- Experience developing SOPs, troubleshooting guides, and procedural documentation.
- Experience supporting IT service desk or IT operations environments.
- Experience collaborating with technical teams to translate complex concepts into clear documentation.
- Strong understanding of documentation standards, structured authoring, and content governance models.
- Familiarity with ITIL practices for knowledge management, incident, problem, and change processes.
- Ability to synthesize information from SMEs across engineering, security, and cloud teams.
- Proficiency with documentation tools, KB platforms, and content management systems.
- ITIL v4 Foundation certification.
- Exceptional writing and editing abilities with strong attention to detail.
- Ability to structure complex technical information into user-friendly content.
- Strong communication and interviewing skills for gathering SME input.
- Ability to manage multiple documentation projects simultaneously.
- Strong organizational and governance skills for maintaining large documentation repositories.
Nice To Haves
- Experience supporting federal or DoD IT programs.
- Familiarity with service portals and workflow automation.
- Experience with metadata tagging, taxonomies, and search optimization.
- Certified Technical Writer or Knowledge Manager certification.
- CompTIA Security+ certification.
Responsibilities
- Manage the full lifecycle of knowledge articles, including drafting, reviewing, publishing, and retiring content.
- Maintain and improve SOPs, runbooks, troubleshooting guides, service catalog items, and technical reference materials.
- Ensure content accuracy, clarity, consistency, and alignment with enterprise documentation standards.
- Partner with Tier 1, Tier 2, and Tier 3 teams to capture tribal knowledge and translate it into structured KB content.
- Coordinate with cybersecurity, engineering, and cloud teams to document updates, new features, and system changes.
- Implement taxonomy, tagging, metadata, and content governance controls for improved knowledge discoverability.
- Conduct periodic reviews of content to prevent staleness, inaccuracies, or procedural drift.
- Facilitate continuous improvement efforts for documentation workflows and content creation processes.
- Maintain version history, change records, and archival procedures for all documentation.
- Support compliance documentation needs, ensuring KB content aligns with federal and DoD quality expectations.
- Provide training to staff on how to submit, update, and utilize knowledge articles effectively.
- Manage formatting, layout, and readability standards for all technical content.
Benefits
- Equal Employment Opportunity and Affirmative Action employer
- Pay Transparency Policy
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
