ITSM Knowledge Manager - ServiceNow NOC Lead

Koniag Government Services; Washington (District of Columbia); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Three weeks paid time off

Job summary

Koniag IT Systems, LLC is seeking an ITSM Knowledge Manager to support a government customer in Washington, DC. You will lead knowledge management governance within the NOC, focusing on knowledge content development, continuous improvement, and training across Tier 1–3 teams.

The ideal candidate brings ServiceNow KM expertise, ITIL familiarity, and strong collaboration skills to capture tacit knowledge, publish reliable runbooks, and reduce MTTR in a dynamic NOC environment.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• 3+ years in IT knowledge management, ITSM admin, or NOC operations.
• 2+ years administering or contributing to knowledge management on ServiceNow.

Responsibilities

• Own and govern end-to-end knowledge management lifecycle in ServiceNow.
• Capture, document, and maintain knowledge content with ITIL alignment.
• Audit knowledge content for quality, relevance, and accuracy; retire outdated articles.

Skills

Knowledge management

ServiceNow KM

ITIL knowledge

NOC operations

Incident & problem mgmt

Clear communication

Education

Bachelor's degree in IT/CS/Knowledge Management/Communications

Tools

ServiceNow

Splunk

Job description

Koniag IT Systems, LLC is seeking an ITSM Knowledge Manager to support a government customer in Washington, DC. You will lead knowledge management governance within the NOC, focusing on knowledge content development, continuous improvement, and training across Tier 1–3 teams.

The ideal candidate brings ServiceNow KM expertise, ITIL familiarity, and strong collaboration skills to capture tacit knowledge, publish reliable runbooks, and reduce MTTR in a dynamic NOC environment.