Knowledge Manager ServiceDesk
Knowledge Manager ServiceDesk
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$ 104000 - 166000
1 Vacancy
Job Description
Responsibilities
Peraton is seeking a highly skilled Service Desk Knowledge Manager to support a service desk environment. This individual will be responsible for developing maintaining and optimizing the knowledge management system to improve service desk efficiency and effectiveness. The ideal candidate will have strong technical expertise exceptional organizational skills and experience in knowledge management IT service management (ITSM) and government IT environments.
This role is perfect for a proactive knowledge management professional who thrives in a dynamic IT service desk environment and is committed to optimizing support processes through structured documentation and continuous improvement.
Develop maintain and enhance a comprehensive Knowledge Management (KM) framework ensuring service desk operations are supported by structured and uptodate SOPs FAQs and troubleshooting guides
Align knowledge base content with ITIL best practices conduct regular audits and eliminate outdated or inaccurate information
Collaborate with service desk analysts IT teams and customer personnel to capture critical knowledge and refine support processes
Provide training and guidance to service desk staff on knowledge resource utilization
Implement and manage a selfservice portal to empower endusers and reduce dependency on direct support
Analyze ticketing trends and incident data to identify and address knowledge gaps
Track and analyze knowledge base usage metrics to drive continuous improvement and automation
Stay current with emerging trends in Knowledge Management and ITSM to adopt the best practices
Create clear and effective IT knowledge articles to support technical documentation needs
Qualifications
Required Qualifications:
- TS/SCI Clearance
- BA/BS 6 years in knowledge management ITSM or related fields
- Three or more years experience managing an IT knowledge database including technical and / or customer content
- Strong communication: Ability to translate technical concepts into userfriendly content
Peraton Overview
Peraton is a nextgeneration national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider we deliver trusted highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land sea space air and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day our employees do the cant be done by solving the most daunting challenges facing our customers. Visit peraton to learn how were keeping people around the world safe and secure.
Target Salary Range
EEO
Required Experience:
Manager
Employment Type
Full-Time
