Knowledge Manager - Technical Writer/Training Enablement Managed Services

CDW group; United States; Remote; USD 64,000 - 89,000; Full time

Job summary

CDW is seeking a Knowledge Management professional to drive the development, standardization, and implementation of KM strategies and processes. You will collaborate with business leadership to execute initiatives and design KM systems and tools that enable efficient knowledge capture, organization, and retrieval.

You will work with SMEs to document best practices, analyze KM metrics, and promote a culture of knowledge sharing through training and workshops.

Qualifications

• Bachelor’s degree or 3+ years of experience, or 7+ years total experience.
• Experience with ServiceNow, Managed Services, or operational support teams.
• Strong written and verbal communication skills.
• Advanced English grammar and business documentation expertise.
• Ability to manage multiple projects and deadlines.
• Experience with ServiceNow reporting/workflows or knowledge management is a plus.
• Experience with documentation or communication tools is a plus.
• Experience with video content or walkthroughs is a plus.
• Experience with process improvement methods and change adoption is a plus.
• Experience with Power BI or similar reporting tools is a plus.

Responsibilities

• Assist and lead in developing, standardizing, and implementing KM strategies, frameworks, processes, and policies.
• Collaborate with leadership to execute KM initiatives.
• Lead design and implementation of KM processes, systems, and tools.
• Drive analysis of business processes to identify efficiencies and automation.
• Capture tacit knowledge and document best practices with SMEs.
• Analyze KM metrics and KPIs to measure effectiveness.

Skills

Knowledge management

Business analysis

Process improvement

Project management

Communication

English proficiency

Education

Bachelor's degree or higher

Tools

ServiceNow

Power BI

Documentation tools

Job description

What You Will Do

• Assist and lead in specific areas the development, standardization, and implementation of knowledge management strategies, frameworks, processes and policies aligned with organizational objectives.
• Begin working with business leadership to execute KM related strategic initiatives.
• Lead the design and implementation of business processes, knowledge management processes, systems, and tools, ensuring efficient knowledge capture, organization, and retrieval.
• Design, implementation, and support of solutions for the business utilizing company-approved tools and applications.
• Drive analysis of business processes with a focus on identifying opportunities for building efficiencies and introducing automation, when applicable.
• Identify and implement best practices for knowledge sharing, collaboration, and knowledge retention.
• Collaborate with subject matter experts to capture and document tacit knowledge, best practices, and lessons learned.
• Analyze knowledge management metrics and key performance indicators to measure the effectiveness of knowledge sharing initiatives.
• Develop and provide guidance to teams and individuals in knowledge management practices, tools, and processes.
• Conduct training sessions and workshops to promote knowledge sharing culture and enhance employees' understanding of knowledge management principles.
• Lead research initiatives of emerging trends and technologies in knowledge management and recommend innovative solutions for continuous improvement.
• Collaborate with IT teams to implement and integrate knowledge management tools and platforms.

What We Expect of You

• Bachelor’s degree required and 3+ years of experience OR, 7+ years of work experience required.
• Experience working with ServiceNow, Managed Services, or operational support teams
• Strong written and verbal communication skills.
• Advanced English grammar and business documentation expertise.
• Ability to manage multiple projects and deadlines.
• Strong technical aptitude and attention to detail.
• Business analysis, process improvement, or online learning experience is a plus.
• Experience with ServiceNow reporting, workflows, or knowledge management is a plus.
• Experience with documentation or communication tools is a plus.
• Experience with Video content or walkthrough experience, is a plus.
• Experience with process improvement methods and change adoption activities, is a plus.
• Experience with Power BI or similar reporting and data visualization tools, is a plus.
• Experience in Managed Services, IT Operations, or Enterprise Service Management environments, is a plus.

Pay range: $63,500 - $88,880 depending on experience and skill set

Annual bonus target of % subject to terms and conditions of plan

Benefits overview: https://cdw.benefit-info.com/

Salary ranges may be subject to geographic differentials

CDW is committed to being an AI-fluent organization

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.