Knowledge Manager: ITSM & ServiceNow Lead

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

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