Senior ITIL Knowledge Manager

Intelligent Waves LLC • Fort Belvoir, VA

6h • Onsite

About The Position

Intelligent Waves is seeking a Senior ITIL Knowledge Manager to support a large Department of Defense customer at Fort Belvoir, VA. This role is responsible for developing, implementing, and maintaining ITIL4-aligned knowledge management processes that support service desk and IT operations. The selected candidate will oversee the quality, accuracy, and accessibility of knowledge assets while ensuring compliance with customer policies, governance standards, and ITIL best practices.
The Senior ITIL Knowledge Manager will manage and maintain knowledge articles within ServiceNow, conduct regular audits of the knowledge base, and collaborate with operations and engineering teams to capture and organize critical information. This role will also analyze knowledge usage to identify gaps and improvement opportunities, train staff on knowledge management practices, and support continuous improvement initiatives across incident, change, and problem management functions.
🌎 Location: Fort Belvoir, VA
✈️ Travel: None
🛡️ Clearance Requirement: TS/SCI
Intelligent Waves delivers mission-focused multi-domain operational expertise and innovation to the Government through high-impact technology solutions in cybersecurity, data science, enterprise network & systems engineering, software development, and cognitive human performance.
ANYTIME. ANYWHERE. ANY DOMAIN.
Since 2006, we have proudly served federal agencies including the Department of Defense. Our ability to operate globally in a wide range of environments, coupled with our deep understanding of customer needs and requirements, enables us to provide cost-effective solutions to support the most complex missions.
Adherence to all customer site protocols is mandatory for employees.

Requirements

• 8 to 12 years of relevant professional experience based on job requirements, or a Bachelor's Degree with 6 to 10 years of relevant experience. Equivalent combinations of education, training, and experience may be considered in lieu of a degree.
• Knowledge of Service Management workflows and IT Service Management (ITSM) processes.
• Experience implementing and utilizing ServiceNow as a knowledge management repository.
• Proficiency in data analysis and statistical methods.
• Current ITIL 4 certification and training.
• Active TS/SCI security clearance required.

Responsibilities

• Assist in developing, implementing, and maintaining ITIL-based knowledge management processes supporting the service desk and IT operations.
• Implement continuous improvement initiatives to enhance knowledge management processes and overall service effectiveness.
• Monitor, manage, and maintain knowledge articles within ServiceNow.
• Develop and enforce quality standards for knowledge articles and documentation.
• Ensure knowledge base articles are accurate, up to date, relevant, and easily accessible.
• Conduct regular audits of the knowledge management system to ensure compliance with customer policies, procedures, governance requirements, and ITIL guidelines.
• Collaborate with operations and engineering teams to capture, validate, and organize operational knowledge.
• Coordinate with change management and problem management teams to update knowledge articles based on incidents, changes, and lessons learned.
• Analyze knowledge usage, identify gaps, and report on improvement opportunities to enhance service delivery.
• Train staff on ITIL knowledge management practices, processes, and tools to promote effective knowledge sharing and adoption.

Benefits

• Intelligent Waves offers a generous benefits package including medical, dental, vision, paid PTO, life and disability insurance. We invest in our employees’ futures by contributing with vesting starting from DAY 1, technical training, tuition bonuses, and much more.

What This Job Offers

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