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??Sr. ITIL Knowledge Manager?
1 month ago
Senior Itil Network Knowledge ManagerWe are 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.Responsibilities:Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for service desk and IT operationsDevelop and enforce quality standards for knowledge articles and documentationMonitor, manage, and maintain knowledge articles within ServiceNowConduct regular audits of the knowledge management system to ensure compliance with customer's policies, procedures, governance and ITIL guidelinesCollaborate with operations and engineering teams to capture, validate, and organize knowledge effectivelyAnalyze and report on knowledge usage, gaps, and improvement opportunitiesTrain staff on ITIL knowledge management practices and toolsEnsure knowledge base articles are up-to-date, relevant, and easily accessibleImplement continuous improvement initiatives for knowledge management processesCoordinate with change management and problem management teams to update knowledge based on incidents and changesSupport continuous improvement initiatives within the incident management functionRequirements:Bachelor's degree in computer science, Information Technology, or similar technical field8 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 processesCurrent ITIL 4 certification and trainingExperience implementing and using ServiceNow as a knowledge management repositoryProficiency in data analysis and statistical methodsExcellent problem-solving and analytical skillsStrong communication and interpersonal skillsAbility to work in a fast-paced, dynamic environmentTS/SCI with Poly required
