Senior Knowledge Manager

DMI; Atlanta (GA); On-site; USD 150,011 - 162,594; Full time

Benefits offered by this job

401k matching contribution

Tuition assistance

Career advancement opportunities

Health insurance

Job summary

DMI is seeking an experienced Senior Knowledge Manager in Atlanta to lead enterprise knowledge management initiatives across IT ops. You will govern documentation standards, establish governance for knowledge articles, and drive improvements in first‑call resolution and self‑service adoption.

You will collaborate with Service Desk, Infrastructure, IAM, and Engineering teams to optimize knowledge processes, foster continuous learning, and ensure compliance with IT governance policies.

Qualifications

• Bachelor's degree in IT, information systems, business, technical communications, or related field or equivalent experience.
• 8+ years in Knowledge Management, ITSM, technical documentation, or enterprise IT operations.
• Experience leading enterprise Knowledge Management initiatives in complex IT environments.
• Experience administering or supporting ServiceNow Knowledge Management or similar platforms.
• Strong understanding of ITIL service management processes.
• Excellent written and verbal communication, able to explain technical concepts to diverse audiences.
• Experience leading cross-functional teams and driving organizational process improvements.

Responsibilities

• Lead development and governance of the enterprise Knowledge Management program.
• Establish standards, processes, and quality controls for knowledge articles and SOPs.
• Collaborate with stakeholders to capture institutional knowledge and document critical operational info.
• Analyze incident trends and feedback to identify documentation improvements.
• Own the knowledge lifecycle from creation to retirement.
• Develop metrics and dashboards to measure content quality and usage.
• Mentor teams on knowledge-sharing best practices and continuous learning.
• Partner with ServiceNow admins to optimize Knowledge Management and self-service workflows.
• Support change initiatives by reflecting system enhancements and process changes in docs.
• Ensure compliance with IT governance, security policies, and documentation standards.

Skills

Knowledge Management

ITSM

ServiceNow

ITIL

Written & Verbal Communication

Education

Bachelor's degree

Tools

ServiceNow Platform

Dashboard Reporting

Job description

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com.

About The Opportunity

DMI is seeking an experienced Senior Knowledge Manager to lead enterprise knowledge management initiatives. This role is responsible for establishing governance, driving knowledge‑sharing practices, and ensuring the delivery of high‑quality technical documentation that improves operational efficiency and enhances the customer experience. Working across Service Desk, Infrastructure, Identity and Access Management, Application Support, and Engineering teams, you will oversee the knowledge lifecycle, champion ITIL Knowledge Management best practices, and develop strategies that increase first‑call resolution, improve self‑service adoption, and promote continuous improvement throughout the enterprise.

Duties And Responsibilities

• Lead the development and governance of the enterprise Knowledge Management Program supporting CDC IT operations.
• Establish standards, processes, and quality controls for knowledge articles, SOPs, work instructions, technical documentation, and operational playbooks.
• Collaborate with technical and business stakeholders to capture institutional knowledge and ensure critical operational information is documented and maintained.
• Drive continuous improvement initiatives by analyzing incident trends, service metrics, and customer feedback to identify documentation and process improvement opportunities.
• Oversee the complete knowledge lifecycle, including content creation, review, approval, publication, archival, and retirement.
• Develop knowledge metrics and dashboards to measure content quality, usage, effectiveness, and contribution to service performance.
• Mentor technical teams on knowledge‑sharing best practices and foster a culture of continuous learning and collaboration.
• Partner with ServiceNow administrators and process owners to optimize Knowledge Management capabilities, workflows, and self‑service functionality.
• Support organizational change initiatives by ensuring documentation accurately reflects system enhancements, process changes, and technology modernization efforts.
• Ensure compliance with IT governance, security policies, and documentation standards across all supported environments.

Qualifications

• Bachelor's degree in Information Technology, Information Systems, Business, Technical Communications, or a related field (or equivalent experience).
• 8+ years of experience in Knowledge Management, IT Service Management, Technical Documentation, or Enterprise IT Operations.
• Demonstrated experience leading enterprise Knowledge Management initiatives within complex IT environments.
• Experience administering or supporting ServiceNow Knowledge Management or similar enterprise platforms.
• Strong understanding of ITIL service management processes.
• Exceptional written and verbal communication skills with the ability to communicate technical concepts to both technical and non‑technical audiences.
• Experience leading cross‑functional teams and driving organizational process improvements.

Required Skills & Certifications

• Experience supporting HHS or other Federal agencies.
• ITIL Foundation or ITIL Managing Professional Certification.
• Experience with ServiceNow reporting and dashboard development.
• Experience supporting digital transformation, automation, or AI‑enabled knowledge management initiatives.

Min Citizenship Status Required

Must be a U.S. Citizen.

Physical Requirements

No physical requirements needed for this position.

Location

Atlanta, Georgia

Minimum Salary Rate

$150,011.50

Median Salary Rate

$162,594.50

Benefits

• Convenience/Concierge – Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre‑tax and post‑tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.