Knowledge Manager

General Dynamics Information Technology, Inc.; Falls Church (VA); Hybrid; USD 77,000 - 104,000; Full time

Benefits offered by this job

Health insurance

401K match

Paid time off

Hybrid work

Job summary

General Dynamics Information Technology, Inc. in Falls Church, VA is seeking a Knowledge Manager to lead the enterprise KM strategy for Army National Guard IT services, aligning with ITIL 4 and governance across DoWIN networks.

Hybrid role with up to 2 days of telework. You will own the ServiceNow Knowledge Management module, set taxonomies, lifecycle controls, and content governance, partnering with service owners and cybersecurity teams to capture institutional knowledge and improve service

Qualifications

• Bachelor’s Degree and 2+ years of experience in KM or ITSM.
• Active Secret clearance required with DoD/Federal IT experience.
• DoW 8570.01-M IAT Level II certification required (e.g., Security+).
• Experience using ServiceNow Knowledge Management within governed environments.

Responsibilities

• Lead enterprise KM strategy aligned to ITIL 4 best practices to support efficiency and mission readiness.
• Own ServiceNow Knowledge Management module governance, taxonomy, and lifecycle controls.
• Develop content governance standards and quality assurance measures to prevent knowledge decay.
• Collaborate with service owners, cybersecurity, and SMEs to capture institutional knowledge and improve services.

Skills

Knowledge management

ServiceNow

ITIL 4 KM

Security clearance

Education

Bachelor’s Degree

Active Secret clearance

Tools

ServiceNow KM

ITSM tools

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.

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

The likely salary range for this position is $76,500 - $103,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours: 40

Travel Required: Less than 10%

Telecommuting Options: Hybrid

Work Location: USA VA Falls Church

Additional Work Locations:

Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.

To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.

To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.

We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process: As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.