Senior Knowledge Manager - ITIL, ServiceNow, Enterprise KM

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 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.