Knowledge Management Lead (SME)

PBG•Hybrid DC, DC

1d•Hybrid

About The Position

PBG is seeking an experienced Knowledge Management Lead to serve as the subject matter expert for knowledge capture and documentation for a customer’s Service Desk modernization. The customer is consolidating distributed Level 1 IT support into a unified Service Desk delivered by a Managed Service Provider, with documented and validated knowledge intended to support higher first-call resolution. The role designs the knowledge management strategy, leads knowledge transfer workshops with customer technical subject matter experts, and directs the creation of runbooks, knowledge articles, and video tutorials for the customer and its future Managed Service Provider. The position also supports configuration of the ServiceNow Knowledge module and directs non-key personnel assigned to knowledge capture and documentation. The position is hybrid and primarily remote, with occasional on-site presence at the customer’s facilities in Washington, DC as required.

Requirements

At least seven years of knowledge management experience in IT support environments.
At least three years developing knowledge bases for Service Desk/Help Desk operations.
Experience with the ServiceNow Knowledge module or similar platforms.
Strong technical writing and documentation skills.
Experience facilitating knowledge transfer workshops with subject matter experts.
Knowledge of adult learning principles and instructional design.
Ability to create visual content, including screenshots, diagrams, and videos.
U.S. citizenship.

Responsibilities

Assess the structure, content, and utilization of the customer’s current knowledge base as part of the Phase 1 current state assessment.
Develop the Knowledge Management Strategy, including knowledge base structure and content strategy, article lifecycle workflow, governance with content ownership by domain, self-service enablement, and knowledge effectiveness metrics.
Create 5–10 knowledge article templates with an embedded style guide and develop a ranked list of 100–150 priority topics for initial knowledge base population.
Develop the Knowledge Transfer Plan, including subject matter expert requirements by functional area, workshop schedule, engagement communications, and standardized knowledge capture templates such as interview guides, observation checklists, and validation forms.
Facilitate 50–75 knowledge transfer sessions with subject matter experts from Desktop Support, Network Engineering, IT Security, Application Support, Database/Server, and Linux Administration teams.
Direct development of a Service Desk runbook library of 150–200 documented procedures and a knowledge base content package of at least 150 articles ready for ServiceNow publication.
Produce 20–30 video tutorials and 10–15 quick reference guides demonstrating complex and common Service Desk procedures.
Manage subject matter expert validation of each procedure and measure knowledge coverage against ticket volume and Service Catalog items, tracking identified gaps through remediation.
Lead structured testing of 50–75 critical runbooks with customer technical staff, prepare a runbook remediation plan, obtain subject matter expert acceptance sign-off by knowledge domain, and assess customer Service Desk team readiness.
Support configuration of the ServiceNow Knowledge module, including taxonomy, article templates, and lifecycle workflows.
Direct the work of non-key personnel assigned to knowledge capture and documentation.