Senior Knowledge Manager
About The Position
The Senior Knowledge Manager leads program knowledge governance, technical documentation, and information lifecycle management. The role ensures critical program knowledge—including technical artifacts, architecture decisions, configuration baselines, release documentation, ERB/CCB outcomes, SOPs, system administration guides, training materials, and user support products—is captured, structured, controlled, and accessible to authorized personnel. The position also serves as an AI-assisted technical writer, using approved AI-enabled tools to improve documentation speed, consistency, clarity, and quality. Content must be validated by qualified personnel and handled in accordance with security, records-management, and information-handling requirements. The role translates complex technical, cybersecurity, operational, and program-management information into clear products for Government leadership, technical teams, system users, and other stakeholders. The role administers and improves knowledge repositories and workflows, including SharePoint, Confluence, MS Teams, and ServiceNow Knowledge. It supports ServiceNow knowledge governance and integration with Change, CMDB, Catalog Items, and Enterprise Service Requests; maintains program documentation and official repositories; facilitates engineering, release, change-management, and governance workflows; trains and assists users; and reports on repository usage, documentation compliance, article health, and documentation gaps. The work environment is hybrid or onsite at Fort Belvoir, Virginia, depending on mission needs.
Requirements
- Active Secret clearance; must be able to obtain Top Secret clearance and be eligible for SCI.
- U.S. citizenship required.
- BA/BS degree or equivalent.
- At least 5 years of experience in Knowledge Management within a defense, federal, or enterprise IT organization.
- Familiarity with ERB/CCB processes, change management, and configuration control.
- Experience designing SharePoint sites, workflows, permissions, and metadata structures.
- Understanding of RMF, STIGs, and DoW documentation compliance requirements.
- Hands-on experience with ServiceNow Knowledge Management, CMDB, and ITSM workflows.
- Proficiency with collaboration tools such as SharePoint, Confluence, Teams, or similar platforms.
- Strong documentation, organization, workflow-design, and content-governance skills.
- Understanding of IT enterprise environments, software development lifecycles, and technical documentation needs.
- Excellent communication and training skills.
Nice To Haves
- Certifications such as ITIL, Knowledge Management certifications, ServiceNow CSA or CIS-Knowledge, or Agile/Scrum.
Responsibilities
- Administer SharePoint, Confluence, MS Teams, and ServiceNow Knowledge repositories, maintaining organization, tagging, version control, and compliance with DoD access controls.
- Build, maintain, and improve knowledge-management structures, libraries, workflows, dashboards, and taxonomy models.
- Ensure knowledge artifacts support enterprise IT operations, software development, cybersecurity compliance, and configuration management.
- Manage creation, review, and publication of authoritative, current, appropriately permissioned ServiceNow Knowledge Articles.
- Coordinate with ServiceNow administrators and ITSM teams to improve knowledge workflows, templates, and lifecycle processes.
- Assist with documentation tied to ServiceNow Change, CMDB entries, Catalog Items, and Enterprise Service Requests.
- Link engineering decisions, change impacts, release notes, and configuration details between knowledge repositories and ServiceNow records.
- Develop and maintain technical documents, SOPs, design artifacts, ERB/CCB materials, release documentation, and training content.
- Maintain official repositories for architecture documents, baseline configurations, sprint artifacts, test reports, and decision logs.
- Enforce document formatting, versioning, naming-convention, and approval-workflow standards.
- Help teams comply with RMF, cybersecurity documentation rules, and PWS deliverable requirements.
- Facilitate documentation workflows for engineering reviews, release readiness, change management, and governance bodies.
- Help Agile teams capture sprint results, backlogs, technical decisions, and retrospectives in knowledge repositories.
- Support onboarding and continuous education with current guides, FAQs, process maps, and training materials.
- Train teams on repository usage, knowledge standards, ServiceNow Knowledge Article creation, version control, and collaboration best practices.
- Provide user assistance across knowledge-management platforms and troubleshoot access and content issues.
- Develop newsletters, dashboards, documentation calendars, and knowledge-management compliance reports.
- Track repository usage, documentation compliance, article health, and configuration or documentation gaps.
- Provide metrics and dashboards to PMO and engineering teams on knowledge-management status and opportunities for improvement.
- Identify inefficiencies in information flow and recommend process improvements.
Benefits
- Comprehensive benefits and wellness packages.
- 401(k) with company match.
- Competitive pay.
- Paid time off, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
- Medical plan options, including plans with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- Short- and long-term disability benefits.
- Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
- Full flex work weeks where possible.
- AI-powered career tool identifying career steps and learning opportunities.
- Internal mobility team focused on career goals.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
