Knowledge Management SME

Northramp LLC•Washington, DC

2d•Hybrid

About The Position

Northramp is seeking an experienced Knowledge Management subject matter expert to build the knowledge foundation for an enterprise Service Desk modernization at a federal agency. The engagement consolidates distributed Level 1 IT support across the agency’s divisions into a single, centrally managed Service Desk delivered by a Managed Service Provider (MSP) and run on ServiceNow. The role turns specialized IT teams’ knowledge into documented, validated, searchable content that MSP agents can use to resolve issues at L1 and L2. It owns the knowledge management strategy, plans and runs the knowledge-transfer program with subject matter experts, leads development of a 150–200 runbook library, and validates content before MSP agents are trained. The SME works with the ServiceNow Architect to build the knowledge base into the platform and guides technical writers and analysts assigned to knowledge work. The position is hybrid and based in the Washington, DC metro area. On-site presence at client locations in Washington, DC is expected on a cadence aligned to program needs, including knowledge-transfer workshops and stakeholder sessions. Candidates outside the DC region are not eligible.

Requirements

7+ years of knowledge management experience in IT support environments.
3+ years developing knowledge bases for Service Desk/Help Desk operations.
Experience with the ServiceNow Knowledge module or similar platforms.
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.
Bachelor’s degree in Information Technology, Communications, Business, or a related field, or equivalent experience.
U.S. citizenship and eligibility to work in the United States.
Based in the Washington, DC region.

Nice To Haves

KCS (Knowledge-Centered Service) certification, such as KCS v6 Practitioner or Contributor.
Experience creating 100+ technical runbooks or procedures.
Video production/editing skills for training materials.
Experience with taxonomy development and information architecture.
Federal IT experience.
Familiarity with Section 508 accessibility requirements.
ITIL 4 Foundation certification.
Experience supporting an MSP transition or onboarding outsourced service desk agents.

Responsibilities

Set the knowledge management strategy, including content strategy, article templates, governance processes, and the Service Desk self-service approach.
Work with the ServiceNow Architect to define the knowledge base taxonomy, article templates and lifecycle, contextual knowledge on incident and request forms, search settings, and effectiveness reporting.
Plan knowledge transfer by identifying subject matter experts by functional area, estimating time commitments, and building the workshop schedule, curriculum, capture method, and quality review process.
Facilitate 50–75 knowledge-transfer sessions with technical SMEs to capture system operation and troubleshooting knowledge.
Lead development of 150–200 runbooks and procedures, prioritized using 12+ months of ticket data, and confirm every service catalog item has supporting documentation.
Identify issues that can move to L1 or self-service with appropriate knowledge and address gaps that lead to escalations.
Lead testing of critical runbooks with agency testers, secure SME sign-off, and plan remediation so content is production-ready before MSP agent training.
Produce screenshots, diagrams, and short videos, applying adult learning principles to make knowledge easy to absorb and use.
Guide technical writers and analysts assigned to knowledge work, maintaining style, accuracy, and Section 508 accessibility.