Knowledge Manager w/Secret Clearance

TekSynap•Washington, DC

21h•Hybrid

About The Position

We are seeking a Knowledge Manager for the CSES contract. The Knowledge Manager leads knowledge management and serves as the DT Operations knowledge management lead responsible for aggregating DT office content into consumable products. The goal is to provide precise and succinct information that reduces ITSC contacts and empowers customers to resolve issues independently and report problems effectively.

Requirements

Experience aggregating and managing enterprise knowledge for IT services in a cross-functional environment with requirements of similar size, scope, and complexity.
Experience transforming knowledge artifacts from diverse service areas, including external content providers, into Tier 0 portal content and FAQs that demonstrably reduce related incidents and service requests as reflected in KPIs.
Experience identifying new opportunities for incident and service request categories and transitioning them to customer selection options in an ITSM tool service portal.
Experience vetting/reviewing legacy knowledge for inclusion in a new knowledge management system and transferring that knowledge into an end-user consumable product.
ITIL 4
Knowledge-Centered Service (KCS) certification
Bachelor’s in IT, Communications, Knowledge Management, or related field or additional 4 years experience in lieu
Secret Clearance
U.S. Citizenship

Responsibilities

Manage enterprise knowledge management for and DT Operations, including aggregation, review, organization, and publication of service knowledge.
Transform knowledge artifacts from diverse service areas and external content providers into Tier 0 portal content, FAQs, and customer-consumable guidance.
Identify incident and service request categories suitable for self-service, portal selection options, and improved customer routing in the ITSM tool.
Review, vet, migrate, and optimize legacy knowledge for inclusion in a new knowledge management system and end-user consumable products.
Measure knowledge effectiveness through KPIs such as contact reduction, self-service usage, deflection, searchability, and quality of customer interactions.
Coordinate with ITSC, desk-side, incident/problem, service catalog, customer engagement, service design, and technical content owners.