Knowledge Management Specialist

General Dynamics - IT; Bethesda (MD); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Full-flex work week

401K with company match

Comprehensive health and wellness

Internal mobility team

Paid education and certifications

Paid vacation and holidays

Job summary

General Dynamics - IT seeks a Knowledge Management Specialist to write and edit documentation for an NIH IT knowledge base, within a Service Desk setting. You will develop knowledge repositories, capture knowledge from SMEs, and establish governance while providing training on KM tools.

Location is Bethesda, MD onsite with potential hybrid schedule. The role requires a BS and 5+ years KM experience, plus proficiency with SharePoint, Confluence, ServiceNow, and MS 365.

Qualifications

• BS in Computer Science, Business, or related field.
• 5+ years of relevant knowledge management experience.
• Strong proficiency with KM tools (SharePoint, Confluence, ServiceNow, Microsoft 365).
• Excellent communication, able to translate complex information.
• KM methodologies understanding (content audits, mapping, communities).
• Experience creating structured content and organizing large information sets.
• Ability to obtain and maintain NIH Public Trust clearance.

Responsibilities

• Develop and manage knowledge repositories (ServiceNow, intranet, wikis, libraries).
• Facilitate knowledge capture from SMEs via interviews and workshops.
• Analyze workflows and recommend usability improvements.
• Establish knowledge governance, version control, and lifecycle management.
• Support change management to foster knowledge sharing.
• Provide training and documentation on KM tools and processes.
• Measure KM effectiveness using qualitative and quantitative metrics.
• Ensure high-quality content, templates, FAQs, and knowledge articles.
• Attend weekly staff meetings to align KM activities with mission needs.
• Collect requirements lacking in portal capabilities for the PM.
• Outreach to communities of interest for KM tool demonstrations.
• Respond to user requests for information/support via ServiceNow.

Skills

Knowledge management

Documentation writing

Communication skills

Project management

Independent work

Education

BS in Computer Science, Business, or related field

Tools

SharePoint

Confluence

ServiceNow

Microsoft 365

Job description

Knowledge Management Specialist GDIT is seeking a Knowledge Management Specialist to write and edit documentation for an IT knowledge base as part of the larger National Institutes of Health (NIH) Center for Information Technology (CIT) program. In this role you will work collaboratively in a Service Desk setting as part of the Knowledge Management team. Primarily documentation will include How-to Information, troubleshooting steps, reference material, and known error documents. Other tasks include development of team-created marketing materials such as flyers, emails, newsletters, brochures, videos, etc.

HOW A KNOWLEDGE MANAGEMENT SPECIALIST WILL MAKE AN IMPACT:

• Develop and manage knowledge repositories, including ServiceNow, intranet sites, document libraries, wikis, and databases.
• Facilitate knowledge capture from subject matter experts through interviews, workshops, and process documentation.
• Analyze knowledge-related workflows and recommend improvements to enhance usability and accessibility.
• Establish and implement knowledge governance policies, version control practices, and content lifecycle management.
• Support change management efforts to encourage knowledge-sharing culture across teams.
• Provide training, guidance, and documentation to staff on KM tools, processes, and best practices.
• Measure effectiveness of KM platforms and strategies using qualitative and quantitative metrics.
• Ensure consistent, high-quality content creation, including templates, guides, FAQs, and knowledge articles.
• Attend weekly staff meetings to ensure customer mission execution considerations are integrated within the process and tools
• Collect and document requirements that are unable to be met by existing portal capabilities from the assigned communities of interest to provide to the PM
• Provide outreach to assigned communities of interest consisting of: In-depth customer support on KM tools to include associated HW & SW interfaces; Demonstrating new tools and/or capabilities
• Respond to user requests for information and support for software, business applications and hardware according to ticketing priority and procedures for ServiceNow

WHAT YOU WILL NEED TO SUCCEED

• BS in Computer Science, Business, or related field
• 5 or more years of relevant experience
• Strong proficiency with knowledge management tools (e.g., SharePoint, Confluence, ServiceNow, Microsoft 365).
• Excellent communication skills, with the ability to translate complex information for various audiences.
• KM methodologies understanding such as knowledge mapping, content audits, and communities of practice.
• Demonstrated experience in developing structured content and organizing large sets of information.
• Strong analytical, organizational, and project management skills.
• Ability to work both independently and collaboratively across multidisciplinary teams.
• Experience with screen capture tools such as FastStone.
• Experience with video capture tools such as Camtasia or Adobe Captivate.
• Ability to obtain and maintain an NIH Public Trust clearance.

Preferred skills and experience

• Experience with industry leading Knowledge Management Databases and systems such as ServiceNow
• Experience with workflow automation or business process tools such as Power Automate.
• Familiarity with data visualization or dashboard tools (e.g., Power BI).
• Intermediate proficiency with MS Visio and MS Project
• Knowledge of records management standards and practices.

Location

Bethesda, MD (onsite with potential hybrid schedule)

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you build your skills and own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and 10 company-paid holidays