Knowledge Manager, IT​/Tech

We are seeking a Knowledge Manager to support the Compartmented Enterprise Services Office (CESO) Task Order for the GIG Service Management – Operations II (GSM-O II) contract. This person should be a seasoned, self-motivated, professional with at least 5 years of experience providing mission impact through knowledge management tools and concepts. A skilled knowledge manager knowledgeable and experienced in military and DoD environments providing content, document, and records management support to teams developing high impact, decision quality products for senior leaders.

We are looking for a self-starter with experience leveraging Microsoft office products to build graphics, charts and high impact briefing materials as well as hands on experience developing data centric SharePoint, Jira, and other cloud hosted metric-centric dashboards.

Your role will be critical in building decision quality products that derive knowledge and insight from raw real-time and near-time data sources. With the CESO program, the Defense Information System Agency (DISA) is looking to transform the existing Secure Web Services (SWS) environment, which provides secure information sharing to the community, into a more mature service offering to meet the DoD and intelligence communities.

As part of this task order, Leidos will manage the commercial cloud migration and disestablishment of legacy systems, fully automate the continuous development & continuous integration environment, fourth estate consolidation, professionalize services – ITIL/Dev Sec Ops  based processes, improve the customer experience 1st call resolution, and achieve development of a service catalog for Defense Working Capital Fund (DWCF) Model.

RESPONSIBILITIES:

• Develop, in coordination with the Government, Training and Knowledge Transfer requirements and policies.
• Develop, document, and maintain training and knowledge transfer procedures that meet requirements and adhere to defined policies.
• Develop end-user training and knowledge management materials in support of new releases.
• Develop, implement, and maintain a CESO-accessible knowledge database/portal.
• The Contractor shall maintain and ensure proper retention of all documents, files, presentations, and materials in accordance with CESO knowledge management practices.
• Support and sustain end-user online/portal access to service requests and incident reports.
• Develop and provide operational reports and dashboards (e.g., daily, weekly, monthly) that provide status of operational activities, production issues and key operational metrics.
• Develop and deliver improvement plans as required to meet SLAs.
• Develop, document, and maintain service level monitoring and reporting procedures that meet requirements and adhere to defined policies.
• Establish and maintain a problem management knowledge base that is accessible to CESO where information about problems, root cause, known errors, workarounds and problem resolution actions are recorded and tracked. This knowledge base can be the same knowledge base as used by incident management.
• Provide unrestricted read access by CESO-authorized staff and other CESO designated personnel to all current and historical problem management records and knowledge base data.
• Identify, develop, document, and recommend appropriate workarounds for known errors of unresolved problems, notify incident management, and all other appropriate stakeholders of its availability, if approved. Document the work-around in the knowledge base.
• Document and update problem management knowledge base with information regarding problem resolution actions, activities, and status and notify all appropriate stakeholders of availability of information.
• Coordinate with CESO and third-party service providers to ensure that knowledge on problems related to other IT service areas is captured and entered in a centralized problem management knowledge base.
• Create, maintain documents to ensure the data is accurate and easily retrievable contributing to the effective content organization and retrieval processes within a SharePoint environment
• Maintain metadata associated with publication dates, author information,…