Senior ITIL Knowledge Manager

Overview

Responsibilities

Knowledge Management Process and Continuous Improvement

• Assist in developing, implementing, and maintaining ITIL-based knowledge management processes supporting the service desk and IT operations.

• Implement continuous improvement initiatives to enhance knowledge management processes and overall service effectiveness.

Knowledge Base Governance and Administration

• Monitor, manage, and maintain knowledge articles within ServiceNow.

• Develop and enforce quality standards for knowledge articles and documentation.

• Ensure knowledge base articles are accurate, up to date, relevant, and easily accessible.

• Conduct regular audits of the knowledge management system to ensure compliance with customer policies, procedures, governance requirements, and ITIL guidelines.

Knowledge Capture and Operational Collaboration

• Collaborate with operations and engineering teams to capture, validate, and organize operational knowledge.

• Coordinate with change management and problem management teams to update knowledge articles based on incidents, changes, and lessons learned.

Knowledge Analytics and Reporting

• Analyze knowledge usage, identify gaps, and report on improvement opportunities to enhance service delivery.

Training and Adoption

• Train staff on ITIL knowledge management practices, processes, and tools to promote effective knowledge sharing and adoption.

Qualifications

Experience

• 8 to 12 years of relevant professional experience based on job requirements, or a Bachelor's Degree with 6 to 10 years of relevant experience. Equivalent combinations of education, training, and experience may be considered in lieu of a degree.

Technical Knowledge and Skills

• Knowledge of Service Management workflows and IT Service Management (ITSM) processes.
• Experience implementing and utilizing ServiceNow as a knowledge management repository.
• Proficiency in data analysis and statistical methods.

Certifications

• Current ITIL 4 certification  and training.

Security Clearance

• Active TS/SCI security clearance required.

Benefits

Intelligent Waves offers a generous benefits package including medical, dental, vision, paid PTO, life and disability insurance. We invest in our employees’ futures by contributing with vesting starting from DAY 1, technical training, tuition bonuses, and much more.

Clearance Statement

Applicants selected for this position will be subject to a government security investigation and must meet eligibility requirements for access to classified information. Only U.S. citizens are eligible for a security clearance. For this position, Intelligent Waves will consider only applicants with current security clearances or those eligible to obtain one.

Equal Opportunity

Intelligent Waves LLC is an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with all applicable state and federal laws prohibiting discrimination based on race, color, age, sex, religion, national origin, disability, military and/or veteran status, or any other class protected by applicable state or federal law.

As an Affirmative Action and Equal Opportunity Employer, Intelligent Waves is committed to the full inclusion of all qualified candidates and employees. If you need reasonable accommodations for any part of the application or interview process, or to perform essential job functions, please contact humanresources@intelligentwaves.com.

A Veteran-Friendly Organization

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