Federal Knowledge Manager – Service Desk Modernization

Northramp, LLC; Washington (District of Columbia); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Employee Bonus Programs

Medical, Dental, and Vision Insurance

401(k) Retirement Plan

Basic Life, Voluntary Life, and AD&D

Short-Term and Long-Term Disability

Paid Time Off

Paid Parental Leave

Training and Professional Development

Remote Work Opportunities

Wellness Resources

Job summary

Northramp, LLC is seeking an experienced Knowledge Management SME to consolidate L1 IT support into a central Service Desk delivered by an MSP and run on ServiceNow. You will own the KM strategy, lead a 150–200 runbook library, and validate content before MSP training, coordinating with a ServiceNow Architect.

The role involves knowledge-transfer workshops (50–75 sessions), production-ready documentation, and governance to ensure effective self-service and shift-left outcomes.

Qualifications

• 7+ years of knowledge management experience in IT support environments.
• 3+ years developing knowledge bases for Service Desk/Help Desk operations.
• Experience with the ServiceNow Knowledge module or similar platforms.
• Experience facilitating knowledge transfer workshops with subject matter experts.
• Knowledge of adult learning principles and instructional design.
• Ability to create visual content (screenshots, diagrams, videos).
• Bachelor’s degree in Information Technology, Communications, Business, or a related field, or equivalent experience.
• U.S. citizenship and eligibility to work in the United States.
• Based in the Washington, DC region.

Responsibilities

• Set the knowledge management strategy: define content strategy, article templates, governance processes, and self-service approach for the new Service Desk.
• Design the knowledge base: define taxonomy, article templates and lifecycle, contextual knowledge on incident and request forms, search settings, and effectiveness reporting.
• Plan knowledge transfer: identify SMEs, estimate time commitments, and build workshop schedule, curriculum, capture method, and quality review process.
• Run knowledge-transfer workshops: facilitate 50–75 sessions with technical SMEs to capture how systems work and troubleshoot.
• Build the runbook library: lead development of 150–200 runbooks and procedures, prioritized from 12+ months of ticket data, ensuring every service catalog item has documentation.
• Enable shift-left: identify issues movable to L1 or self-service with the right knowledge, closing escalation gaps.
• Validate content: lead testing of critical runbooks with agency testers, secure SME sign-off, plan remediation so content is production-ready.
• Create visual and training content: produce screenshots, diagrams, and short videos, applying adult learning principles.
• Direct supporting staff: guide technical writers and analysts, maintaining style, accuracy, and Section 508 accessibility.

Skills

Knowledge management

Adult learning principles

Instructional design

Workshop facilitation

Visual content creation

Education

Bachelor’s degree in IT/related field

Tools

ServiceNow Knowledge module

Taxonomy development

Job description

Northramp, LLC is seeking an experienced Knowledge Management SME to consolidate L1 IT support into a central Service Desk delivered by an MSP and run on ServiceNow. You will own the KM strategy, lead a 150–200 runbook library, and validate content before MSP training, coordinating with a ServiceNow Architect.

The role involves knowledge-transfer workshops (50–75 sessions), production-ready documentation, and governance to ensure effective self-service and shift-left outcomes.