Senior Knowledge Manager - ITIL & Knowledge Strategy

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

Benefits offered by this job

Health insurance

401(k) match

Tuition assistance

Annual awards

Job summary

DMI is seeking a Senior Knowledge Manager in Atlanta to lead enterprise knowledge management initiatives. You will govern knowledge articles, SOPs and playbooks, partnering with ServiceNow and IT teams to improve first-call resolution and self-service adoption.

You will mentor teams, develop dashboards, and drive continuous improvement across Service Desk, Infrastructure, IAM, and Engineering, ensuring compliant documentation and optimized processes.

Qualifications

• Bachelor's degree in IT/IS/Business/Technical Communications or related field.
• 8+ years in Knowledge Management, IT Service Management, Technical Documentation, or Enterprise IT Operations.
• 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 with both technical and non-technical audiences.

Responsibilities

• Lead development and governance of the enterprise Knowledge Management Program.
• Establish standards, processes, and quality controls for articles, SOPs, and playbooks.
• Collaborate with stakeholders to capture institutional knowledge and maintain critical info.
• Drive continuous improvement by analyzing incident trends and metrics.
• Oversee knowledge lifecycle: creation, review, publication, archival, retirement.
• Develop knowledge metrics and dashboards to measure content quality and usage.
• Mentor technical teams on knowledge-sharing best practices.
• Partner with ServiceNow admins to optimize KM capabilities and self-service.

Skills

ITIL knowledge and service management

ServiceNow Knowledge Management

Knowledge management leadership

Cross-functional collaboration

Strong written and verbal comms

ServiceNow reporting & dashboards

Education

Bachelor's degree in IT/IS/Business/Technical Communications or related field

Equivalent experience in KM/IT Operations

Tools

ServiceNow

Job description

DMI is seeking a Senior Knowledge Manager in Atlanta to lead enterprise knowledge management initiatives. You will govern knowledge articles, SOPs and playbooks, partnering with ServiceNow and IT teams to improve first-call resolution and self-service adoption.

You will mentor teams, develop dashboards, and drive continuous improvement across Service Desk, Infrastructure, IAM, and Engineering, ensuring compliant documentation and optimized processes.