Hybrid Knowledge Management Lead for Modern Service Desk

PBG; Washington (District of Columbia); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

401K Retirement Plan

Medical Plan options with significant…

Prescription benefit plan

Dental and Vision coverage

Employee Assistance Program

Short term / Long-term disability

Yearly Bonuses

Generous Paid Time Off / Paid Holidays

Career/Professional DevelopmentProgram

Spot Bonus Program

Job summary

PBG seeks an experienced Knowledge Management Lead to spearhead knowledge capture and documentation for a Service Desk modernization project in the Washington, DC area. The role focuses on creating runbooks, knowledge articles, and video tutorials that support a future MSP and improved first-call resolution.

The ideal candidate has extensive knowledge management experience in IT support, strong technical writing, and proven ability to facilitate SME workshops.

Qualifications

• Seven (7) years of knowledge management experience in IT support environments.
• Three (3) years developing knowledge bases for Service Desk/Help Desk operations.
• Experience with the ServiceNow Knowledge module or similar platforms.
• Strong technical writing and documentation skills.
• Experience facilitating knowledge transfer workshops with SMEs.
• Knowledge of adult learning principles and instructional design.
• Ability to create visual content (screenshots, diagrams, videos).
• S. citizenship.

Responsibilities

• Assess the structure, content, and utilization of the Customer's current knowledge base as part of the current state assessment.
• Develop the Knowledge Management Strategy, including knowledge base structure and content strategy, article lifecycle workflow, a governance model with content ownership, and self-service enablement.
• Create knowledge article templates with an embedded style guide, and build a ranked list of priority topics for initial knowledge base population.
• Develop the Knowledge Transfer Plan, SME engagement communications, and standardized knowledge capture templates, including interview guides, observation checklists, and validation forms.
• Facilitate knowledge transfer sessions with SMEs to capture tribal knowledge through structured facilitation.
• Direct development of a Service Desk runbook library and a knowledge base content package ready for ServiceNow publication.
• Produce video tutorials and quick reference guides that demonstrate complex and common Service Desk procedures.
• Measure knowledge coverage against ticket volume and service catalog items, and track identified gaps through remediation.
• Lead structured testing of runbooks with Customer technical staff, prepare the runbook remediation plan, and obtain SME acceptance sign-off by knowledge domain.
• Support configuration of the ServiceNow Knowledge module, including taxonomy, article templates, and lifecycle workflows.
• Direct the work of non-key personnel assigned to knowledge capture and documentation.

Skills

Knowledge management

Technical writing

Facilitation

Adult learning

Visual content creation

Documentation

US citizenship

Tools

ServiceNow Knowledge

Job description

PBG seeks an experienced Knowledge Management Lead to spearhead knowledge capture and documentation for a Service Desk modernization project in the Washington, DC area. The role focuses on creating runbooks, knowledge articles, and video tutorials that support a future MSP and improved first-call resolution.

The ideal candidate has extensive knowledge management experience in IT support, strong technical writing, and proven ability to facilitate SME workshops.