Senior ITIL Network Knowledge Manager

JCS Solutions LLC•Fort Belvoir, VA

About The Position

JCS Solutions LLC (JCS) is seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting our DOD customer. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices. If you are interested in a challenge and a great working environment, apply today! JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities. JCS has been certified as a Great Place to Work four years in a row and was awarded Washington Post’s Top Places to Work for 2024 and 2025. Our employees embody our core values, and we are looking for others who do too! Customer Experience: Strive for excellence and delight our clients Innovation: Embrace creative thinking to enable continual growth and powerful solutions Accountability: Take ownership of and pride in our actions and service delivery Inspire: Be inspired to be your best self and have fun in the process Integrity: Do the right thing, the right way, every time! Stewardship: The careful and responsible management of something entrusted to our care.

Requirements

Clearance: Current Top Secret/SCI Clearance. US Citizenship required
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
Current ITIL 4 certification and training
Experience implementing and using ServiceNow as a knowledge management repository
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

Nice To Haves

ServiceNow Certifications: ServiceNow Certified Implementation Specialist – Software Asset Management (CIS-SAM) or ServiceNow Certified System Administrator (CSA).
Professional Certifications: IAITAM Certified Software Asset Manager (CSAM) or CHAMP.
Analytical Skills: Metrics-driven thinker with the ability to translate ServiceNow data into actionable cost-saving insights.
Communication: Ability to present complex compliance data to diverse stakeholders and management levels.
SQL/Reporting: Experience with SQL or advanced ServiceNow Reporting/Performance Analytics to generate custom license metrics.

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.