IT Knowledge Manager | ServiceNow & ITIL Specialist

careers-dminc; Atlanta (GA); On-site; USD 92,000 - 105,000; Full time

Benefits offered by this job

Convenience/Concierge

Development

Financial

Recognition

Wellness

Job summary

DMI is hiring a Mid-level Knowledge Manager to develop and maintain our IT knowledge management program. You will work with Service Desk, infrastructure, and engineering to ensure accurate, accessible documentation and SOPs across enterprise IT operations.

Responsibilities include governance, audits, and analytics to improve first-call resolution and self-service, while aligning with ITIL practices and organizational standards.

Qualifications

• Bachelor's degree in Information Technology, Information Systems, Technical Communications, Business, or related field or equivalent combo of education and experience.
• 5+ years supporting knowledge management, technical documentation, IT operations, or IT service management.
• Experience developing technical documentation within enterprise IT environments.
• Working knowledge of ServiceNow Knowledge Management or similar platforms.
• Understanding ITIL principles and ITSM processes.
• Excellent written, verbal, editing, and organizational skills.

Responsibilities

• Develop, review, publish, and maintain knowledge articles, SOPs, user guides, and operational documentation in ServiceNow.
• Collaborate with Service Desk, infrastructure, application support, and engineering teams to document repeatable support processes.
• Ensure knowledge content follows governance, formatting, and QA standards.
• Perform regular reviews and audits to ensure accuracy and relevance of knowledge assets.
• Analyze service trends to identify opportunities for new or updated knowledge content.
• Support continuous improvement by identifying documentation gaps and enhancements.
• Monitor article usage and effectiveness with reporting and analytics.
• Assist with change management by updating documentation for new technologies and changes.
• Promote ITIL knowledge management best practices and knowledge-sharing initiatives.
• Maintain relationships with technical teams, customers, and program leadership for timely delivery.

Skills

Knowledge management

Technical documentation

Editing and quality assurance

ITSM processes

Communication

Education

Bachelor's degree in IT or related field

Tools

ServiceNow Knowledge Management

Microsoft SharePoint

Microsoft 365

Visio

Job description

DMI is hiring a Mid-level Knowledge Manager to develop and maintain our IT knowledge management program. You will work with Service Desk, infrastructure, and engineering to ensure accurate, accessible documentation and SOPs across enterprise IT operations.

Responsibilities include governance, audits, and analytics to improve first-call resolution and self-service, while aligning with ITIL practices and organizational standards.