Strategic Knowledge Manager: ITIL & ServiceNow KM

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

Benefits offered by this job

Healthcare benefits

401k with company match

Tuition assistance

Job summary

DMI (Digital Management, Inc.) in Atlanta, GA, is seeking a Senior Knowledge Manager to lead enterprise knowledge management initiatives and governance. You will drive knowledge-sharing practices, ensure high-quality technical documentation, and improve service delivery across IT operations.

Responsibilities include establishing standards for articles and SOPs, collaborating with ServiceNow admins, and developing metrics to measure content impact and continuous learning across the organization.

Qualifications

• 8+ years in Knowledge Management or related IT operations.
• Experience leading enterprise KM initiatives in complex IT environments.
• Experience administering ServiceNow Knowledge Management.
• Strong ITIL service management knowledge.
• Excellent written and verbal communication for technical and non-technical audiences.

Responsibilities

• Lead development and governance of the enterprise Knowledge Management Program.
• Establish standards and quality controls for knowledge articles and SOPs.
• Collaborate with stakeholders to capture institutional knowledge.
• Drive continuous improvement from incident trends and feedback.
• Oversee content lifecycle: creation, review, publication, archival, retirement.
• Develop metrics and dashboards to measure content quality and usage.
• Mentor technical teams on knowledge-sharing best practices.
• Partner with ServiceNow to optimize KM capabilities and workflows.
• Ensure documentation reflects system enhancements and process changes.
• Ensure compliance with IT governance and security policies.

Skills

ITIL knowledge

ServiceNow experience

Technical writing

Cross-functional leadership

Stakeholder management

Education

Bachelor's degree in IT/IS/Business/Technical Communications

Tools

ServiceNow reporting

Dashboard development

Federal agency experience

Job description

DMI (Digital Management, Inc.) in Atlanta, GA, is seeking a Senior Knowledge Manager to lead enterprise knowledge management initiatives and governance. You will drive knowledge-sharing practices, ensure high-quality technical documentation, and improve service delivery across IT operations.

Responsibilities include establishing standards for articles and SOPs, collaborating with ServiceNow admins, and developing metrics to measure content impact and continuous learning across the organization.