Knowledge Manager

VIVA USA Inc; Raleigh (NC); Hybrid; USD 90,000 - 120,000; Full time

Job summary

VIVA USA Inc. in Raleigh, NC, is seeking a Knowledge Manager for a hybrid role with onsite once a month. You will develop, maintain, and mature enterprise knowledge assets to improve service delivery and operations for government IT operations.

You will collect, analyze, and organize knowledge from distributed sources, integrate resources with intranets and portals, and drive governance, taxonomy, and metadata standards. Strong communication and collaboration are essential to success.

Qualifications

• Advanced skills in research, information analysis, and validation using digital, print, and traditional methods.
• Experience developing taxonomies, metadata schemas, and content classification strategies.
• Hands-on experience integrating knowledge frameworks with intranets, portals, databases, or ITSM platforms.
• Strong customer-service orientation and familiarity with public-sector service delivery best practices.
• Experience with enterprise content-database integration and multiple database or content management technologies.
• Knowledge of archiving, cataloging, and retention methodologies.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear business language.
• Demonstrated ability to gather requirements, engage stakeholders, and deliver solutions aligned with organizational needs.
• Understanding of project management fundamentals.

Responsibilities

• Develop a long-term knowledge management roadmap aligned with the client’s strategic goals, service-delivery objectives, and statewide technology mandates.
• Build and maintain partnerships with client agencies, research organizations, vendors, and internal SME groups to source and validate authoritative information.
• Monitor IT industry trends, public-sector best practices, and benchmarking data to advise leadership on emerging knowledge needs.
• Establish strategy for implementing collaborative platforms (SharePoint, Teams communities, digital forums) to support knowledge sharing across the enterprise.
• Design and execute plans to capture, preserve, and transition legacy knowledge as staff, contractors, or platforms change.
• Create and enforce policies for appropriate use, retention, and access of knowledge assets following client standards and security requirements.
• Participate in the evaluation and implementation of KM technologies and tools that support enterprise content, collaboration, and knowledge access.
• Identify, gather, and synthesize knowledge assets from distributed systems, SMEs, documentation repositories, and client partners.
• Integrate knowledge resources with the client intranets, portals, statewide platforms, document repositories, and enterprise content management solutions.
• Identify opportunities where structured knowledge improves service management, onboarding, incident resolution, and program outcomes.
• Leverage knowledge assets for staff education, end-user training, and client communications.
• Work collaboratively with content managers, process owners, and SMEs to maintain accurate, well-structured content.
• Partner with IT teams to define architectures and standards for knowledge storage, retrieval, and continual improvement.
• Coordinate with infrastructure and application teams on system issues affecting knowledge availability or accessibility.
• Research and recommend knowledge management tools; evaluate emerging KM standards and technologies relevant to government IT.
• Promote a culture of collaboration, transparency, and shared learning across the client and supported agencies.
• Support the governance and maintenance of enterprise documents, guides, SOPs, handbooks, knowledge articles, and other digital assets.

Skills

Research skills

Information analysis

Validation

Taxonomies

Metadata schemas

Content classification

Intranet integration

ITSM platforms

Customer service

Public-sector knowledge

Education

Master's degree in Library/Information Science or related field

Tools

SharePoint

Databases

ITSM platforms

Job description

This is a hybrid position. The candidate will be expected onsite once a month.

The Knowledge Manager supports the client’s mission by developing, maintaining, and maturing enterprise knowledge assets that improve service delivery, decision-making, and operational efficiency across client agencies. This role collects, analyzes, organizes, and disseminates information critical to government IT operations, ensuring staff, partners, and stakeholders have reliable access to accurate, actionable knowledge.

This position also leads initiatives that reduce information silos, sustain institutional knowledge, and strengthen the client’s knowledge governance practices.

Strong analytical capability, excellent communication skills, and a service-oriented mindset are essential.

Responsibilities

Strategy & Planning

• Develop a long-term knowledge management roadmap aligned with the client’s strategic goals, service-delivery objectives, and statewide technology mandates.
• Build and maintain partnerships with client agencies, research organizations, vendors, and internal SME groups to source and validate authoritative information.
• Monitor IT industry trends, public-sector best practices, and benchmarking data to advise leadership on emerging knowledge needs.
• Establish strategy for implementing collaborative platforms (SharePoint, Teams communities, digital forums) to support knowledge sharing across the enterprise.
• Design and execute plans to capture, preserve, and transition legacy knowledge as staff, contractors, or platforms change.
• Create and enforce policies for appropriate use, retention, and access of knowledge assets following client standards and security requirements.

Acquisition & Deployment

• Participate in the evaluation and implementation of KM technologies and tools that support enterprise content, collaboration, and knowledge access.

Operational Management

• Identify, gather, and synthesize knowledge assets from distributed systems, SMEs, documentation repositories, and client partners.
• Integrate knowledge resources with the client intranets, portals, statewide platforms, document repositories, and enterprise content management solutions.
• Identify opportunities where structured knowledge improves service management, onboarding, incident resolution, and program outcomes.
• Leverage knowledge assets for staff education, end-user training, and client communications.
• Work collaboratively with content managers, process owners, and SMEs to maintain accurate, well-structured content.
• Partner with IT teams to define architectures and standards for knowledge storage, retrieval, and continual improvement.
• Coordinate with infrastructure and application teams on system issues affecting knowledge availability or accessibility.
• Research and recommend knowledge management tools; evaluate emerging KM standards and technologies relevant to government IT.
• Promote a culture of collaboration, transparency, and shared learning across the client and supported agencies.
• Support the governance and maintenance of enterprise documents, guides, SOPs, handbooks, knowledge articles, and other digital assets.

Position Requirements

Formal Education & Certification

• Degree in Library and Information Science, Knowledge Management, Information Science, or related field preferred; or equivalent experience.
• Relevant certifications such as Knowledge-Centered Service (KCS), ITIL, or KM specialty certifications preferred.

Knowledge & Experience

• Advanced skills in research, information analysis, and validation using digital, print, and traditional methods.
• Experience developing taxonomies, metadata schemas, and content classification strategies.
• Hands-on experience integrating knowledge frameworks with intranets, portals, databases, or ITSM platforms.
• Strong customer-service orientation and familiarity with public-sector service delivery best practices.
• Experience with enterprise content-database integration and multiple database or content management technologies.
• Knowledge of archiving, cataloging, and retention methodologies.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear business language.
• Demonstrated ability to gather requirements, engage stakeholders, and deliver solutions aligned with organizational needs.
• Understanding of project management fundamentals.
• Knowledge of applicable state and federal data, privacy, and copyright regulations.
• Awareness of client's mission, statewide IT priorities, and enterprise service goals (or ability to quickly learn).
• Experience with a variety of storage media and digital content formats.

Personal Attributes

• Ability to present ideas clearly to both technical and non-technical audiences.
• Self-motivated, organized, and detail-oriented.
• Able to prioritize and manage multiple tasks in a fast-paced environment.
• Collaborative team member with strong relationship-building skills.

Skill - Required / Desired - Amount of Experience

• Advanced skills in research, information analysis, and validation using digital, print, and traditional methods. - Required - 5 Years
• Experience developing taxonomies, metadata schemas, and content classification strategies. - Required - 5 Years
• Hands on experience integrating knowledge frameworks with intranets, portals, databases, or ITSM platforms - Required - 5 Years
• Strong customer service orientation and familiarity with public-sector service delivery best practices - Required - 5 Years
• Experience with enterprise content database integration and multiple database or content management technologies - Required - 5 Years
• Knowledge of archiving, cataloging, and retention methodologies. Strong analytical and problem solving capabilities. - Required - 5 Years
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear business language - Required - 5 Years
• Demonstrated ability to gather requirements, engage stakeholders, and deliver solutions aligned with organizational needs - Required - 5 Years
• Understanding of project management fundamentals - Required - 5 Years