Knowledge Management Lead — Hybrid (Remote) | AI Self-Service

Empower AI; United States; Hybrid; USD 87,000 - 135,000; Full time

Job summary

Empower AI in Reston, VA / Quantico, VA hybrid is seeking a Knowledge Management Lead to build and govern enterprise KM programs for a DoD-focused IT support environment. You will lead KM analysts and writers, drive self-service content, and align KM with the CX roadmap and Service Portal.

Responsibilities include establishing a centralized knowledge repository, managing public and internal knowledge bases, enabling Tier 0 AI self-service, and delivering metrics-driven improvements in deflection

Qualifications

• Bachelor's degree required; 10+ years in knowledge/content management or ITSM
• U.S. citizenship and ability to obtain Top Secret eligibility
• DoD 8570/8140 IAT Level I baseline certification required
• Active Secret Clearance (favorable T3/T3R) with potential TS eligibility
• 10+ years in KM/content/ITSM with at least 3 years leading KM program
• Experience developing KM strategy, governance, taxonomies, QA; measure KM impact
• Expert with enterprise KM platforms (e.g., ServiceNow KM) and chatbot content
• Experience leading writers/analysts and driving knowledge contribution
• Strong writing, editing, presentation, and stakeholder communication

Responsibilities

• Develop, deliver, and maintain the Knowledge Management Plan and integrate into the Service Management Plan
• Establish and manage centralized knowledge repositories and knowledge bases
• Own chatbot/Virtual Agent content strategy to maximize deflection
• Lead KM analysts and writers; drive cross-team knowledge contributions
• Foster knowledge-sharing culture and capture tacit knowledge
• Define, track, and report KM metrics for dashboards and reports
• Govern content quality, accessibility, and compliance with ITIL 4 and KCS

Skills

Knowledge management

Content management

IT service management

Analytical skills

Communication

Stakeholder management

Leading teams

Education

Bachelor's degree

Master's degree with 8 years experience substituted

Tools

ServiceNow Knowledge Management

Power BI

ServiceNow Virtual Agent

Job description

Empower AI in Reston, VA / Quantico, VA hybrid is seeking a Knowledge Management Lead to build and govern enterprise KM programs for a DoD-focused IT support environment. You will lead KM analysts and writers, drive self-service content, and align KM with the CX roadmap and Service Portal.

Responsibilities include establishing a centralized knowledge repository, managing public and internal knowledge bases, enabling Tier 0 AI self-service, and delivering metrics-driven improvements in deflection