ITSM Knowledge Manager

Koniag IT Systems LLC a Koniag Government Services company is seeking a ITSM Knowledge Manager to support KITS and our government customer in Washington DC. This position requires the candidate to be able to obtain a Public offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and IT Systems a Koniag Government Services company is seeking a detail-oriented and experienced ITSM Knowledge Manager to support a Network Operations Center (NOC) environment with a primary focus on development governance and continuous improvement of knowledge management capabilities within the ServiceNow platform. The ideal candidate is a collaborative and analytically minded professional with a strong background in IT knowledge management ITSM processes and NOC operations. This individual will play a pivotal role in ensuring that accurate timely and actionable knowledge is available to NOC technicians and operations staff reducing mean time to resolution minimizing repeat incidents and supporting a culture of continuous learning and operational excellence. The ITSM Knowledge Manager will be responsible for the end-to-end governance development and maintenance of the NOC knowledge management program within the ServiceNow platform. This individual will work closely with NOC team leads Tier 1 through Tier 3 operations staff incident and problem managers and IT leadership to capture institutional knowledge build and maintain a robust knowledge base and ensure that knowledge artifacts are accurate accessible and aligned with current operational procedures and technical standards. Principal responsibilities will include but are not limited to:Own and govern the end-to-end knowledge management lifecycle within ServiceNow including the creation review approval publishing maintenance and retirement of knowledge articles in alignment with organizational standards and ITIL best with NOC technicians team leads subject matter experts and problem managers to identify capture and document operational knowledge including troubleshooting guides known error records runbooks standard operating procedures and incident resolution and enforce knowledge management policies standards article templates and quality criteria to ensure consistency accuracy and usability of all knowledge content across the regular knowledge base audits and reviews identifying outdated inaccurate or missing content and coordinating with technical subject matter experts to update or retire articles as incident and problem records within ServiceNow to identify recurring issues knowledge gaps and opportunities to develop new knowledge content that reduces repeat incidents and accelerates resolution with the problem management team to ensure that root cause analyses and permanent fixes are captured as knowledge articles and made available to NOC staff in a timely knowledge base usage metrics article feedback and search effectiveness data within ServiceNow to assess knowledge program health and drive data-informed and implement a knowledge contribution program that encourages and incentivizes NOC staff at all tiers to actively contribute review and improve knowledge and maintain ServiceNow Knowledge Management module settings including knowledge bases categories article templates user access controls and workflow the integration of ServiceNow knowledge management capabilities with related ITSM modules including incident management problem management the virtual agent and self-service portals to ensure knowledge is surfaced contextually at the point of and deliver training and onboarding materials to ensure NOC staff understand how to effectively search consume and contribute to the knowledge regular knowledge management performance reports and metrics for NOC leadership and IT management including article utilization rates knowledge deflection rates and content health continuous service improvement initiatives by leveraging knowledge data and insights to recommend and implement enhancements to NOC processes and as the primary point of contact and subject matter expert for all knowledge management activities tools and governance within the NOC and Experience:Required:Bachelors degree in Information Technology Computer Science Knowledge Management Communications or a related field from an accredited college or university or equivalent work experience.3 years of experience in an IT knowledge management technical writing ITSM administration or NOC operations role.2 years of hands-on experience administering or contributing to knowledge management programs within the ServiceNow experience developing technical documentation runbooks standard operating procedures or knowledge articles in a NOC service desk or IT operations :ITIL Foundation Certification or higher with familiarity with ITIL knowledge management process Certified System Administrator (CSA) or equivalent ServiceNow platform supporting federal government IT or NOC Skills and Competencies:Exceptional communication skills in English both written and oral with the ability to synthesize complex technical information into clear concise and actionable knowledge content for audiences at varying levels of technical -on proficiency with the ServiceNow platform specifically the Knowledge Management module including configuration of knowledge bases article workflows templates categories and user access understanding of ITIL-based knowledge management principles and practices including the knowledge article lifecycle known error database (KEDB) management and the integration of knowledge management with incident and problem management ability to work collaboratively with NOC technicians SMEs and operations leadership to elicit document and maintain accurate and operationally relevant knowledge conducting knowledge base audits gap analyses and content quality assessments with the ability to develop and execute remediation with NOC operations including event and incident management workflows escalation procedures alert triage and shift-based operational to analyze ServiceNow incident and problem data to identify knowledge gaps recurring issues and opportunities to develop content that reduces mean time to resolution (MTTR).Experience developing knowledge management governance frameworks including contribution policies article standards review workflows and content lifecycle organizational and attention-to-detail skills with the ability to manage a large and complex knowledge repository while maintaining high standards of content quality and in developing and interpreting knowledge management performance metrics and reports to support data-driven program to obtain Public Trust Skills and Competencies:ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM) v4 Foundation or higher certification with specific knowledge of ITIL knowledge management and continual improvement working in a federal government NOC or IT operations environment including familiarity with FISMA FedRAMP or related compliance with ServiceNow Virtual Agent and AI Search capabilities and their integration with the Knowledge Management module to support intelligent knowledge delivery and ticket supporting or contributing to a Knowledge-Centered Service (KCS) methodology adoption within a NOC or service desk of ServiceNow reporting dashboards and Performance Analytics capabilities as applied to knowledge management program with complementary NOC tooling such as Splunk SolarWinds Dynatrace or similar monitoring and observability platforms and their relationship to NOC knowledge and runbook writing certification or equivalent formal training in documentation instructional design or knowledge management with change management and organizational adoption strategies relevant to knowledge management program implementation and cultural transformation Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352