Knowledge Management Specialist

General Dynamics Information Technology•Bethesda, MD

2d•$83,927 - $113,549•Hybrid

About The Position

GDIT is seeking a Knowledge Management Specialist to write and edit documentation for an IT knowledge base as part of the larger National Institutes of Health (NIH) Center for Information Technology (CIT) program. In this role, you will work collaboratively in a Service Desk setting as part of the Knowledge Management team. Primarily, documentation will include How-to Information, troubleshooting steps, reference material, and known error documents. Other tasks include development of team-created marketing materials such as flyers, emails, newsletters, brochures, videos, etc.

Requirements

BS in Computer Science, Business, or related field
5 or more years of relevant experience
Strong proficiency with knowledge management tools (e.g., SharePoint, Confluence, ServiceNow, Microsoft 365).
Excellent communication skills, with the ability to translate complex information for various audiences.
KM methodologies understanding such as knowledge mapping, content audits, and communities of practice.
Demonstrated experience in developing structured content and organizing large sets of information.
Strong analytical, organizational, and project management skills.
Ability to work both independently and collaboratively across multidisciplinary teams.
Experience with screen capture tools such as FastStone.
Experience with video capture tools such as Camtasia or Adobe Captivate.
Ability to obtain and maintain an NIH Public Trust clearance.

Nice To Haves

Experience with industry leading Knowledge Management Databases and systems such as ServiceNow
Experience with workflow automation or business process tools such as Power Automate.
Familiarity with data visualization or dashboard tools (e.g., Power BI).
Intermediate proficiency with MS Visio and MS Project
Knowledge of records management standards and practices.

Responsibilities

Develop and manage knowledge repositories, including ServiceNow, intranet sites, document libraries, wikis, and databases.
Facilitate knowledge capture from subject matter experts through interviews, workshops, and process documentation.
Analyze knowledge-related workflows and recommend improvements to enhance usability and accessibility.
Establish and implement knowledge governance policies, version control practices, and content lifecycle management.
Support change management efforts to encourage knowledge-sharing culture across teams.
Provide training, guidance, and documentation to staff on KM tools, processes, and best practices.
Measure effectiveness of KM platforms and strategies using qualitative and quantitative metrics.
Ensure consistent, high-quality content creation, including templates, guides, FAQs, and knowledge articles.
Attend weekly staff meetings to ensure customer mission execution considerations are integrated within the process and tools.
Collect and document requirements that are unable to be met by existing portal capabilities from the assigned communities of interest to provide to the PM.
Provide outreach to assigned communities of interest consisting of: In-depth customer support on KM tools to include associated HW & SW interfaces; Demonstrating new tools and/or capabilities.
Respond to user requests for information and support for software, business applications and hardware according to ticketing priority and procedures for ServiceNow.