Knowledge Management SME

Northramp•Washington, DC

1d•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. The role 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 that content is production-ready before MSP agents are trained. The role works with the ServiceNow Architect to build the knowledge base into the platform and guides technical writers and analysts assigned to knowledge work. This role is part of Northramp’s integrated delivery model, where engineers and advisors work as one team on high-stakes modernization programs. It is hybrid and based in the Washington, DC metro area, with on-site presence at client locations in Washington, DC expected as program needs require, including for knowledge-transfer workshops and stakeholder sessions. Candidates must be based in the DC region.

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 (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

Define the content strategy, article templates, governance processes, and self-service approach for the new Service Desk.
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.
Identify subject matter experts by functional area, estimate their time commitments, and develop the knowledge-transfer workshop schedule, curriculum, capture method, and quality-review process.
Facilitate 50–75 knowledge-transfer sessions with technical SMEs to capture how systems work and how to troubleshoot them.
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 the right knowledge and close gaps that keep issues escalated.
Lead testing of critical runbooks with agency testers, secure SME sign-off, and plan remediation so content is production-ready before MSP agent training.
Create 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.