Knowledge Manager

DMI

2d • Remote

About The Position

DMI, LLC is seeking an Knowledge Manager to join us.
The Knowledge Manager manages the IT knowledge management program, curating and coordinating knowledge articles created by technical SMEs to expedite service delivery. This role develops customer-facing communications such as tip sheets and FAQs; works with SMEs to create and maintain knowledge articles; establishes knowledge management standards; promotes self-service; analyzes ticket trends; and tracks article effectiveness.

Requirements

• Minimum 5 years of related experience managing knowledge management programs within IT service delivery
• Experience with knowledge management systems and ITIL processes
• Proven ability to develop and curate technical content
• Knowledge of IT service delivery operations and common user issues
• Understanding of knowledge management best practices
• Bachelor's degree from an accredited institution or equivalent professional experience
• Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
• Must be a U.S. Citizen

Nice To Haves

• ITIL Foundation or KCS (Knowledge-Centered Service) certification
• Experience with ServiceNow Knowledge Management
• Strong technical writing and content development skills
• Knowledge of content management systems and tools
• Understanding of user experience and self-service design
• Excellent communication and collaboration abilities

Responsibilities

• Manage the IT knowledge management program across IT services
• Curate and coordinate knowledge articles created by technical SMEs to expedite service
• Identify new knowledge categories and content opportunities
• Develop customer-facing communications such as tip-sheets and FAQs
• Work with SMEs to create and maintain knowledge articles for common issues and procedures
• Establish knowledge management standards, templates, and governance
• Promote self-service through curated knowledge content
• Analyze ticket trends to identify gaps in knowledge content
• Track knowledge article usage and effectiveness metrics
• Coordinate with service desk and technical teams on knowledge needs
• Ensure knowledge base accuracy and currency

Benefits

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level