NOC ITSM Knowledge Manager (ServiceNow)

Koniag Services, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Paid holidays

3 weeks paid time off

Job summary

Koniag IT Systems, LLC, a Koniag Government Services company, seeks an ITSM Knowledge Manager to govern knowledge management for a NOC in Washington, DC, focusing on ServiceNow-based articles, runbooks, and knowledge governance. This role enhances incident deflection, MTTR reduction, and continuous learning.

The ideal candidate will lead knowledge lifecycle governance, partner with problem management, and drive knowledge content quality across ITIL-aligned processes within a federal-facing

Qualifications

• Bachelor's degree or equivalent in IT/knowledge management or related field.
• 3+ years in IT knowledge management, technical writing, ITSM administration, or NOC roles.
• 2+ years contributing to ServiceNow knowledge management programs.

Responsibilities

• Own end-to-end knowledge management lifecycle in ServiceNow.
• Collaborate with NOC staff and SMEs to document operational knowledge.
• Establish knowledge standards, templates, and quality criteria.
• Conduct knowledge base audits and update or retire articles.
• Analyze incident/problem data to identify knowledge gaps and content needs.

Skills

ServiceNow Knowledge Management

ITIL knowledge management

NOC operations experience

Technical writing

English communication

Education

Bachelor's degree in IT/CS/Knowledge Management

3+ years IT knowledge management/NOC role

2+ years ServiceNow administration/contribution

Tools

ServiceNow

Job description

Koniag IT Systems, LLC, a Koniag Government Services company, seeks an ITSM Knowledge Manager to govern knowledge management for a NOC in Washington, DC, focusing on ServiceNow-based articles, runbooks, and knowledge governance. This role enhances incident deflection, MTTR reduction, and continuous learning.

The ideal candidate will lead knowledge lifecycle governance, partner with problem management, and drive knowledge content quality across ITIL-aligned processes within a federal-facing