Knowledge Management SME for Service Desk (ServiceNow)

Northramp LLC; Vermont; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Employee Bonus Programs

Medical, Dental, and Vision Insurance

401(k) Retirement Plan

Paid Time Off

Paid Parental Leave

Training and Professional Development

Remote Work Opportunities

Wellness Resources

Job summary

Northramp LLC seeks an experienced Knowledge Management SME to build the knowledge foundation for enterprise Service Desk modernization at a federal agency. You will own KM strategy, run a knowledge-transfer program, and lead 150–200 runbooks with production-ready content.

Hybrid role based in the Washington, DC area, with on-site client work as needed. Collaborate with a ServiceNow Architect to integrate the knowledge base into the platform and enable shift-left support across L1/L2 teams.

Qualifications

• 7+ years 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 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, article templates, governance processes, and self-service approach for the new Service Desk.
• Design the knowledge base with the ServiceNow Architect: taxonomy, templates, lifecycle, incident/form context, search settings, and reporting.
• Plan knowledge transfer: identify SMEs, estimate time commitments, build workshop schedule and curriculum.
• Run knowledge-transfer workshops: facilitate 50–75 sessions with technical SMEs.
• Build the runbook library: develop 150–200 runbooks, ensure documentation for every catalog item.
• Enable shift-left: move issues to L1/self-service with the right knowledge and close escalation gaps.
• Validate content: test runbooks with agency testers, secure sign-offs, plan remediation.
• Create visual/training content: screenshots, diagrams, short videos, and adult-learning based delivery.
• Direct supporting staff: guide writers/analysts, maintain style and Section 508 accessibility.

Skills

Knowledge management

ServiceNow

Workshop facilitation

Adult learning

Visual content creation

Effective communication

Stakeholder collaboration

Education

Bachelor’s degree or equivalent experience

Tools

ServiceNow Platform

MS Office

Job description

Northramp LLC seeks an experienced Knowledge Management SME to build the knowledge foundation for enterprise Service Desk modernization at a federal agency. You will own KM strategy, run a knowledge-transfer program, and lead 150–200 runbooks with production-ready content.

Hybrid role based in the Washington, DC area, with on-site client work as needed. Collaborate with a ServiceNow Architect to integrate the knowledge base into the platform and enable shift-left support across L1/L2 teams.