Sr ITIL Knowledge Manager

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Profit sharing
• Training & development
• Tuition assistance
• Vision insurance

Sarela Tech is seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting a DOD customer on Ft. Belvoir, VA. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices.

• Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for service desk and IT operations
• Develop and enforce quality standards for knowledge articles and documentation
• Monitor, manage, and maintain knowledge articles within Service Now
• Conduct regular audits of the knowledge management system to ensure compliance with customer’s policies, procedures, governance and ITIL guidelines
• Collaborate with operations and engineering teams to capture, validate, and organize knowledge effectively
• Analyze and report on knowledge usage, gaps, and improvement opportunities
• Train staff on ITIL knowledge management practices and tools
• Ensure knowledge base articles are up-to-date, relevant, and easily accessible
• Implement continuous improvement initiatives for knowledge management processes
• Coordinate with change management and problem management teams to update knowledge based on incidents and changes
• Support continuous improvement initiatives within the incident management function.

• Bachelor’s degree in computer science, Information Technology, or similar technical field
• 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Specific experience, education and training may be considered in lieu of degree.
• Knowledge of the Service Management workflows and ITSM processes
• Current ITIL 4 certification and training
• Experience implementing and using Service Now as a knowledge management repository
• Proficiency in data analysis and statistical methods
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment