Senior ITIL Manager
About The Position
We are seeking an experienced Senior ITIL Knowledge Manager to join our IT service management team supporting a DOD customer at Ft. Belvoir, VA. The candidate will oversee the development, governance, and continuous improvement of enterprise knowledge management processes supporting network and IT operations in alignment with ITIL v4 best practices. This role is responsible for ensuring the accuracy, accessibility, and lifecycle management of technical documentation, knowledge articles, and operational procedures to improve service delivery and incident resolution. The Senior Knowledge Manager will collaborate with technical teams, service desk personnel, and program leadership to capture institutional knowledge, standardize documentation, and integrate knowledge assets into IT service management workflows to enhance operational efficiency and mission support.
Requirements
- Bachelor’s degree in computer science, Information Technology, or similar technical field
- 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Specific experience, education and training may be considered in lieu of degree.
- Knowledge of the Service Management workflows and ITSM processes
- Active TS/SCI clearance
- Active ITILv4 certification and training
- Experience implementing and using ServiceNow as a knowledge management repository
- Must be able to commute daily to Ft. Belvoir
- Proficiency in data analysis and statistical methods
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
Responsibilities
- Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for service desk and IT operations
- Develop and enforce quality standards for knowledge articles and documentation
- Monitor, manage, and maintain knowledge articles within ServiceNow
- Conduct regular audits of the knowledge management system to ensure compliance with customer’s policies, procedures, governance and ITIL guidelines
- Collaborate with operations and engineering teams to capture, validate, and organize knowledge effectively
- Analyze and report on knowledge usage, gaps, and improvement opportunities
- Train staff on ITIL knowledge management practices and tools
- Ensure knowledge base articles are up-to-date, relevant, and easily accessible
- Implement continuous improvement initiatives for knowledge management processes
- Coordinate with change management and problem management teams to update knowledge based on incidents and changes
- Support continuous improvement initiatives within the incident management function.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
