Knowledge Manager

General Dynamics Information Technology • Fairview Park, OH

1d • Hybrid

About The Position

At GDIT, we support and secure complex government, defense, and intelligence missions. Our work strengthens national defense, modernizes enterprise technology, and enables operational readiness across the globe. Join us to deliver your best every day while embracing autonomy, seizing opportunity, and driving innovation. GDIT is seeking a Knowledge Manager to support the Army National Guard (ARNG). This IT Service Management (ITSM) initiative modernizes and sustains ARNG’s global IT services—including networking, compute, storage, cybersecurity, application hosting, and enterprise infrastructure—across DoWIN-A(NG) and DoWIN-A(NG)-Secret networks. This is a Hybrid role with up to 2 days telework per week. Onsite presence at our Falls Church facility based on mission and operational needs.

Requirements

• Bachelor’s Degree and a minimum of 2 years’ experience. An additional 4 years of experience may be substituted in lieu of degree.
• Minimum of an active Secret security clearance required.
• DoW 8570.01-M IAT Level II (e.g., CompTIA Security+ CE) certification required.
• 2+ years of relevant IT or enterprise operations experience.
• 2+ years performing Knowledge Management within an ITSM or enterprise IT environment.
• Experience supporting DoD or Federal IT environments.
• Demonstrated experience using the ServiceNow Knowledge Management module within a governed enterprise environment.
• Experience developing content governance standards, knowledge taxonomies, and lifecycle management controls.
• Strong understanding of ITIL 4 Knowledge Management practices and continual improvement principles.
• Experience designing and enforcing enterprise content governance standards.
• Ability to analyze knowledge metrics and translate data into actionable process improvements.
• Proficiency with ServiceNow Knowledge Management and reporting capabilities.
• Experience with Microsoft 365 and SharePoint collaboration environments.

Nice To Haves

• Information Technology Infrastructure Library (ITIL)
• Knowledge Base Management
• Knowledge Management Tools
• ServiceNow Platform
• Writing Documentation
• Certifications: None

Responsibilities

• Lead the enterprise Knowledge Management strategy aligned to ITIL 4 best practices, ensuring knowledge assets support operational efficiency, service quality, and mission readiness.
• Serve as the functional owner of the ServiceNow Knowledge Management module, governing structure, taxonomy, metadata standards, and lifecycle controls (user-level governance, not platform administration).
• Establish and enforce knowledge governance standards, including content creation, review cycles, archival procedures, and quality assurance measures to prevent knowledge decay.
• Develop and maintain enterprise writing guidelines and knowledge architecture standards to ensure clarity, consistency, and usability for technical and operational audiences.
• Partner with service owners, Change Enablement, Configuration Management, cybersecurity teams, and SMEs to capture institutional knowledge and support new and evolving services.
• Drive adoption and cultural integration of knowledge-centered practices (KCP/KCS principles where applicable) across the GECOS organization.
• Analyze knowledge usage metrics, search trends, article effectiveness, and content gaps to measure business impact and identify improvement opportunities.
• Conduct periodic knowledge audits to ensure relevance, accuracy, compliance, and alignment with SLA and ISO 20000 service management requirements.
• Provide structured requirements and improvement feedback to the ServiceNow administration team to enhance workflows, search optimization, reporting, and usability.
• Support knowledge continuity during personnel transitions, surge support, and COOP scenarios to preserve institutional expertise.
• Ensure consistent knowledge governance across 54 states and territories in a geographically dispersed environment.

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay and paid time off
• Full flex work week
• Variety of medical plan options, some with Health Savings Accounts
• Dental plan options
• Vision plan
• Ability to contribute both pre and post-tax dollars to 401K up to the IRS annual limits
• Variety of paid time off plans, including vacation, sick and personal time, holidays
• Paid parental, military, bereavement and jury duty leave
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level