The Knowledge Management Process Owner is responsible for designing, implementing, and governing the Knowledge Management process within the ITIL-aligned ITSM framework. This role ensures that knowledge assets are accurate, accessible, and aligned with organizational standards, while also providing quality assurance and governance for documentation and knowledge lifecycle within ServiceNow.
This role is part of the Service Management team and will be cross trained to provide back-up support to peers.
Key Responsibilities:
Own and manage the Knowledge Management process in accordance with ITIL best practices and government contractual requirements
Define, document, and maintain Knowledge Management policies, procedures, standards, and workflows
Establish process KPIs, metrics, and reporting to measure effectiveness and maturity, owning the trend and acceptability of related measures
Champion the value of Knowledge Management within the organization and ensure process compliance across teams
Lead continual service improvement initiatives related to knowledge quality, usage, and lifecycle management to align with program goals and objectives
Serve as the functional owner of the Knowledge Management module within ServiceNow
Configure and manage Knowledge workflows including creation, review, approval, publication, retirement, and archiving
Manage knowledge base structure, user access, roles, and permissions
Collaborate with ServiceNow administrators and developers on enhancements and workflow optimization
Implement quality assurance practices to maintain consistency, usability, and compliance
Promote reuse of knowledge to reduce incident resolution times and improve first-contact resolution
Provide guidance and training on Knowledge Management processes and ServiceNow usage
Promote and manage the creation of training videos throughout the program to support skill development and knowledge sharing
Drive AI-driven automation by ensuring input knowledge is accurate and actionable
Ensure knowledge content creation aligns with accessibility standards (Section 508) by coordinating with compliance teams and guiding authors on proper processes
Required Skills and Qualifications:
Bachelors degree in Information Technology or a related field (or equivalent experience)
1 year experience with Knowledge Management utilizing the ServiceNow tool
ITIL Foundation certification (applicant can obtain within 6 months after onboarding)
Strong understanding of Incident, Problem, and Service Management integration
Analytical mindset with focus on continuous improvement
Strong process design and documentation skills
Excellent communication and stakeholder management skills
Preferred Skills:
Experience defining and reporting on ITSM metrics and KPIs
Familiarity with AI-driven ITSM and virtual agent integration
Experience with knowledge base, Performance Analytics and Process Mining administration
Familiarity or working knowledge of training video creation
Basic understanding of 508 compliance
Location: Remote
Clearance Level: Requires the ability to pass a CMS background check and meet the residency requirement for having resided in the US at least (3) three out of the last (5) five years in order to obtain a Public Trust.
What GDIT Can Offer You:
Full-flex work week to own your priorities at work and at home, with core work hours Monday Friday 9:00 AM ET 3:00 PM ET
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
Challenging work that makes a real impact on the world around you
