Knowledge Management Lead - Hybrid Service Desk & Runbooks

Northramp LLC.

Washington (District of Columbia)

Hybrid

USD 120,000 - 180,000

Full time

11 days ago

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Paid Time Off

Parental Leave

Training & Development

Remote Work Opportunities

Wellness Resources

Job summary

Northramp LLC seeks an experienced Knowledge Management expert to build the knowledge foundation for a federal Service Desk modernization. You will consolidate L1 IT support into a centrally managed MSP-powered desk, create a 150–200 runbook library, and validate content for production readiness, working with a ServiceNow Architect.

You will lead knowledge transfer, design taxonomy, templates, and governance, and ensure accessibility and effective self-service.

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, templates, governance, and self-service approach.
Design the knowledge base with taxonomy, templates, lifecycle, forms, search settings, and reporting.
Plan knowledge transfer: identify SMEs, estimate time commitments, and build workshop schedules and curricula.
Run knowledge-transfer workshops: facilitate 50–75 sessions with technical SMEs.
Build the runbook library: develop 150–200 runbooks; ensure service catalog items have documentation.
Enable shift-left: move issues to L1 or self-service with proper knowledge.
Validate content: test runbooks, secure SME sign-off, plan remediation for production-readiness.
Create visual and training content: screenshots, diagrams, short videos; apply adult learning principles.
Direct supporting staff: guide technical writers and analysts, maintain style and 508 accessibility.