Knowledge Base Manager Trainer Specialist ServiceNow

Knowledge Base Manager / Trainer Specialist ServiceNow

Huntsville AL

IPTAs Technology Solutions Team is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers team members subject matter experts (SMEs) technical leaders and partners we design practical solutions that solve real problems for major government and business organizations. As a member of our Technology Solutions group you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven successful methods.

Our Team:

We are looking for talented people who are enthusiastic about applying technology to deliver innovative outcomes with fierce determination fearless integrity and passionate service. Our belief is that our people are the key to success. By encouraging and enabling continued learning our team members grow to achieve their personal career goals. We are looking for:

• Smart people with a passion for technology

• Ability to solve challenging business problems

• Selfdirected professionals

• Hunger to continually learn and grow

Background:

This position supports the discovery implementation and sustainment of a ServiceNow suite for a dedicated Department of Defense (DoD) community with significant leadership visibility. The Knowledge Base Manager / Trainer will be responsible for developing managing and maintaining the ServiceNow Knowledge Management system and delivering user training to ensure the adoption and effective use of the platform. This role requires expertise in knowledge management best practices training delivery and ServiceNow functionality with a focus on enabling users and administrators to maximize the value of the platform.

This position is based 4 days onsite/1 day remote.

Responsibilities:

• Develop and maintain a comprehensive ServiceNow Knowledge Base including articles FAQs and troubleshooting guides to support endusers and administrators
• Collaborate with stakeholders to gather and document critical knowledge assets ensuring content is accurate uptodate and aligned with organizational needs
• Implement and enforce knowledge management best practices including article templates approval workflows and content lifecycle management
• Configure and optimize the ServiceNow Knowledge Management module to meet user requirements and organizational objectives
• Deliver rolebased training sessions for endusers administrators and stakeholders on ServiceNow functionality processes and best practices
• Create and maintain training materials such as user guides instructional videos and elearning modules tailored to the audiences needs
• Monitor Knowledge Base usage and performance metrics providing insights to improve content effectiveness and accessibility.
• Facilitate regular knowledge review sessions with stakeholders to identify gaps update content and ensure continuous improvement
• Provide handson support for users navigating the Knowledge Base resolving issues and answering questions
• Stay informed about new ServiceNow features and enhancements integrating relevant updates into the Knowledge Base and training programs
• Support compliance efforts by ensuring all Knowledge Base content adheres to DoD security frameworks including RMF NIST 800171 and CMMC standards

Requirements:

• Education:
  • Bachelors degree in a relevant field (e.g. Information Systems Communications Education or Business) or equivalent experience
• Experience:
  • Minimum of 3 years of experience in knowledge management technical writing or training with a focus on enterprise IT systems
  • Experience with ServiceNow Knowledge Management and related modules required
  • Experience in delivering training in DoD or federal environments is preferred
• Certifications:
  • ServiceNow Certified System Administrator (CSA) preferred
• I TIL certification or additional ServiceNow certifications (e.g. CISITSM) are a plus
• Technical Proficiency:
  • Familiarity with ServiceNow Knowledge Management configuration workflows and templates
  • Proficiency in creating and managing instructional content including technical writing video editing and elearning tools
  • Familiarity with Agile methodologies and collaboration tools such as Jira or Confluence
• Skills:
  • Strong communication and interpersonal skills with the ability to explain technical concepts to nontechnical audiences
  • Excellent organizational and time management skills with attention to detail and the ability to prioritize multiple tasks
  • Proactive and customerfocused approach to driving user engagement and platform adoption
• Clearance:
  • Active Security clearance required; eligibility for higherlevel clearance is a plus

IPTA is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race color religion sex sexual orientation national origin age physical disability mental disability medical condition status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions including recruitment selection training compensation benefits discipline promotions transfers layoffs returns from layoff terminations and social and recreational programs on the principles of equal employment opportunity.

Our employees have diverse backgrounds skills and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.

#clearance

Required Experience:

Manager