Knowledge Manager

General Dynamics - IT; Falls Church (VA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

General Dynamics - IT seeks a Knowledge Manager to lead enterprise knowledge management aligned with ITIL 4, owning the ServiceNow Knowledge Management module and governance. The role collaborates with SMEs, cybersecurity teams, and service owners to capture institutional knowledge and improve service delivery.

The position requires an active Secret clearance, DoW 8570.01-M IAT Level II, and 2+ years in IT/enterprise operations with a focus on ITSM knowledge management.

Qualifications

• Bachelor’s Degree or equivalent experience.
• Active Secret security clearance required.
• DoW 8570.01-M IAT Level II certification required.
• 2+ years of IT or enterprise operations experience.
• 2+ years Knowledge Management in ITSM/enterprise IT.
• Experience in DoW or Federal IT environments.
• Experience using ServiceNow Knowledge Management in a governed enterprise.
• Proficiency with ServiceNow Knowledge Management and reporting.
• Experience with content governance standards and lifecycle controls.
• Strong ITIL 4 Knowledge Management understanding.

Responsibilities

• Lead Knowledge Management strategy aligned to ITIL 4 best practices.
• Own ServiceNow Knowledge Management module governance and lifecycle controls.
• Establish knowledge governance standards and quality assurance measures.
• Develop enterprise writing guidelines and knowledge architecture standards.
• Collaborate with service owners and SMEs to capture institutional knowledge.
• Drive adoption of knowledge-centered practices across the organization.
• Analyze knowledge usage metrics and identify improvement opportunities.
• Conduct knowledge audits to ensure accuracy and compliance.
• Provide requirements to improve ServiceNow workflows and reporting.
• Support knowledge continuity during transitions and surge scenarios.
• Ensure governance across 54 states and territories.

Skills

ITIL Knowledge Management

ServiceNow Knowledge Management

Content governance

Knowledge metrics analysis

Microsoft 365

SharePoint

Security clearance

Education

Bachelor’s Degree

Tools

ServiceNow

Microsoft 365

SharePoint

DoW 8570.01-M IAT Level II (Security+ CE)

Job description

At GDIT, we support and secure complex government, defense, and intelligence missions. Our work strengthens national defense, modernizes enterprise technology, and enables operational readiness across the globe. Join us to deliver your best every day while embracing autonomy, seizing opportunity, and driving innovation.

GDIT is seeking a Knowledge Manager to support the Army National Guard (ARNG). This IT Service Management (ITSM) initiative modernizes and sustains ARNG’s global IT services—including networking, compute, storage, cybersecurity, application hosting, and enterprise infrastructure—across DoWIN-A(NG) and DoWIN-A(NG)-Secret networks.

This is a Hybrid role with up to 2 days telework per week. Onsite presence at our Falls Church facility based on mission and operational needs.

How You’ll Make an Impact

• Lead the enterprise Knowledge Management strategy aligned to ITIL 4 best practices, ensuring knowledge assets support operational efficiency, service quality, and mission readiness.
• Serve as the functional owner of the ServiceNow Knowledge Management module, governing structure, taxonomy, metadata standards, and lifecycle controls (user-level governance, not platform administration).
• Establish and enforce knowledge governance standards, including content creation, review cycles, archival procedures, and quality assurance measures to prevent knowledge decay.
• Develop and maintain enterprise writing guidelines and knowledge architecture standards to ensure clarity, consistency, and usability for technical and operational audiences.
• Partner with service owners, Change Enablement, Configuration Management, cybersecurity teams, and SMEs to capture institutional knowledge and support new and evolving services.
• Drive adoption and cultural integration of knowledge-centered practices (KCP/KCS principles where applicable) across the GECOS organization.
• Analyze knowledge usage metrics, search trends, article effectiveness, and content gaps to measure business impact and identify improvement opportunities.
• Conduct periodic knowledge audits to ensure relevance, accuracy, compliance, and alignment with SLA and ISO 20000 service management requirements.
• Provide structured requirements and improvement feedback to the ServiceNow administration team to enhance workflows, search optimization, reporting, and usability.
• Support knowledge continuity during personnel transitions, surge support, and COOP scenarios to preserve institutional expertise.
• Ensure consistent knowledge governance across 54 states and territories in a geographically dispersed environment.

What You’ll Need to Succeed (Required):

• Bachelor’s Degree and a minimum of 2 years’ experience. An additional 4 years of experience may be substituted in lieu of degree.
• Minimum of an active Secret security clearance required.
• DoW 8570.01-M IAT Level II (e.g., CompTIA Security+ CE) certification required.
• 2+ years of relevant IT or enterprise operations experience.
• 2+ years performing Knowledge Management within an ITSM or enterprise IT environment.
• Experience supporting DoW or Federal IT environments.
• Demonstrated experience using the ServiceNow Knowledge Management module within a governed enterprise environment.
• Experience developing content governance standards, knowledge taxonomies, and lifecycle management controls.
• Strong understanding of ITIL 4 Knowledge Management practices and continual improvement principles.
• Experience designing and enforcing enterprise content governance standards.
• Ability to analyze knowledge metrics and translate data into actionable process improvements.
• Proficiency with ServiceNow Knowledge Management and reporting capabilities.
• Experience with Microsoft 365 and SharePoint collaboration environments.

GDIT IS YOUR PLACE:

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

Growth: AI-powered career tool that identifies career steps and learning opportunities.

Support: An internal mobility team focused on helping you achieve your career goals.

Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off.

Flexibility: Full-flex work week to own your priorities at work and at home.

Community: Award-winning culture of innovation and a military-friendly workplace.