Sr. ITIL Knowledge Manager
About The Position
SMS is seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting a DOD customer on Ft. Belvoir, VA. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices. As a dynamic systems integrator, SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity. SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 45 years. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com. Submit your resume today!
Requirements
- Bachelor’s degree in computer science, Information Technology, or similar technical field
- 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Specific experience, education and training may be considered in lieu of degree.
- Knowledge of the Service Management workflows and ITSM processes
- Current ITIL 4 certification and training
- Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.
- Experience implementing and using ServiceNow as a knowledge management repository
- Proficiency in data analysis and statistical methods
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
- Active DoD Top Secret/SCI security clearance
Responsibilities
- Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for service desk and IT operations
- Develop and enforce quality standards for knowledge articles and documentation
- Monitor, manage, and maintain knowledge articles within ServiceNow
- Conduct regular audits of the knowledge management system to ensure compliance with customer’s policies, procedures, governance and ITIL guidelines
- Collaborate with operations and engineering teams to capture, validate, and organize knowledge effectively
- Analyze and report on knowledge usage, gaps, and improvement opportunities
- Train staff on ITIL knowledge management practices and tools
- Ensure knowledge base articles are up-to-date, relevant, and easily accessible
- Implement continuous improvement initiatives for knowledge management processes
- Coordinate with change management and problem management teams to update knowledge based on incidents and changes
- Support continuous improvement initiatives within the incident management function.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
