Knowledge Management Lead (SME)

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 delivers mission-focused solutions that eliminate inefficiency and power transformation for federal agencies requiring agility, security, and impact.

Location

Hybrid – primarily remote, with occasional on-site presence at the Customer's facilities in Washington, DC as required (mainly for stakeholder engagement, interviews, and Service Desk observation, which may include occasional evening or weekend shifts during the initial assessment). Travel is not authorized; candidates must be able to reach the Washington, DC area locally.

Clearance/Screening Requirements

U.S. citizenship required.

Position Summary

PBG is seeking an experienced Knowledge Management Lead to serve as the subject matter expert (SME) for knowledge capture and documentation on our Customer's Service Desk modernization. The Customer is consolidating distributed Level 1 (L1) IT support into a unified Service Desk delivered by a Managed Service Provider (MSP), and documented, validated knowledge is the foundation for higher first-call resolution. This key position designs the knowledge management strategy, leads knowledge transfer workshops with the Customer's technical SMEs, and directs development of the runbooks, knowledge articles, and video tutorials that the Customer and its future MSP will rely on. This position is estimated at a minimum allocation of 50 percent.

Key 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.

Minimum 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.

Highly Valued Qualifications Preferred, but Not Required

• Knowledge-Centered Service (KCS) certification (KCS v6 Practitioner or Contributor).
• Experience creating 100 or more technical runbooks or procedures.
• Video production/editing skills for training materials.
• Experience with taxonomy development and information architecture.
• Certified Technical Writer or similar credential.
• Experience with Federal IT environments.
• Familiarity with Section 508 accessibility requirements.

#WHYPBG

We have successfully built a company culture based on our single most important asset - our employees. At PBG we are passionate about employee engagement and make it our business to provide our employees a range of challenging and rewarding opportunities that align with business strategy, promoteteam workand inspire innovation. A job is where you are spending most of your day, so PBG believes in making it a fun, collaborative and productive environment. We want our employees to have the opportunity to grow and be part of a company that is making a lasting contribution to our customers.

Benefits

• 401K Retirement Plan
• Medical Plan options with significant financial investments from PBG
• Prescription benefit plan
• Dental and Vision coverage
• Employee Assistance Program
• Short term / Long-term disability
• Supplemental group life and AD&D options
• Yearly Bonuses
• Generous Paid Time Off / Paid Holidays
• Career/Professional Development Program
• Spot Bonus Program

Equal Employment Opportunity Statement

PBG is an equal opportunity employer and makes all employment decisions based on job-related qualifications, skills, experience, and business needs. We do not discriminate against any applicant or employee based on legally protected characteristics, including but not limited to race, color, religion, sex, national origin, age, disability, genetic information, or veteran status, in accordance with applicable federal, state, and local laws. PBG complies with all laws regarding non-discrimination in employment in every location in which the company operates

Disclaimer

This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.