NOC Knowledge Manager - ServiceNow & ITIL Lead

Koniag Government Services; Washington (District of Columbia); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision coverage

401K with company matching

Flexible spending accounts (FSA)

Job summary

Koniag IT Systems, LLC, a Koniag Government Services company, seeks an ITSM Knowledge Manager to govern and improve knowledge management for the NOC within the ServiceNow platform. You will collaborate with NOC teams to capture operational knowledge, runbooks, and incident resolution procedures.

The role emphasizes governance, content quality, and data-driven improvements, requiring ITIL knowledge and ServiceNow expertise, with a path to influence knowledge strategy across the organization.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Knowledge Management, Communications, or related field.
• 3+ years in IT knowledge management, ITSM, or NOC operations.
• 2+ years administering or contributing to ServiceNow knowledge management programs.

Responsibilities

• Own end-to-end knowledge management lifecycle in ServiceNow, including creation, review, publishing, and retirement of knowledge articles.
• Collaborate with NOC staff to capture and document runbooks, SOPs, and incident resolution procedures.
• Establish and enforce knowledge management policies, templates, and quality criteria for consistency and usability.
• Monitor knowledge metrics and drive data-informed improvements.

Skills

Communication in English

ITIL knowledge management

ServiceNow Knowledge Management

NOC operations understanding

Education

Bachelor's degree in IT / CS / Knowledge Management

Tools

ServiceNow Platform

Knowledge Base Analytics

Job description

Koniag IT Systems, LLC, a Koniag Government Services company, seeks an ITSM Knowledge Manager to govern and improve knowledge management for the NOC within the ServiceNow platform. You will collaborate with NOC teams to capture operational knowledge, runbooks, and incident resolution procedures.

The role emphasizes governance, content quality, and data-driven improvements, requiring ITIL knowledge and ServiceNow expertise, with a path to influence knowledge strategy across the organization.