ITSM Knowledge Manager

ITSM Knowledge Manager

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a detail-oriented and experienced ITSM Knowledge Manager to support a Network Operations Center (NOC) environment, with a primary focus on development, governance, and continuous improvement of knowledge management capabilities within the Service Now platform. The ideal candidate is a collaborative and analytically minded professional with a strong background in IT knowledge management, ITSM processes, and NOC operations.

This individual will play a pivotal role in ensuring that accurate, timely, and actionable knowledge is available to NOC technicians and operations staff, reducing mean time to resolution, minimizing repeat incidents, and supporting a culture of continuous learning and operational excellence.

The ITSM Knowledge Manager will be responsible for the end-to-end governance, development, and maintenance of the NOC knowledge management program within the Service Now platform. This individual will work closely with NOC team leads, Tier 1 through Tier 3 operations staff, incident and problem managers, and IT leadership to capture institutional knowledge, build and maintain a robust knowledge base, and ensure that knowledge artifacts are accurate, accessible, and aligned with current operational procedures and technical standards.

Principal responsibilities will include but are not limited to:

• Own and govern the end-to-end knowledge management lifecycle within Service Now, including the creation, review, approval, publishing, maintenance, and retirement of knowledge articles in alignment with organizational standards and ITIL best practices.
• Collaborate with NOC technicians, team leads, subject matter experts, and problem managers to identify, capture, and document operational knowledge, including troubleshooting guides, known error records, runbooks, standard operating procedures, and incident resolution procedures.
• Establish and enforce knowledge management policies, standards, article templates, and quality criteria to ensure consistency, accuracy, and usability of all knowledge content across the NOC.
• Conduct regular knowledge base audits and reviews, identifying outdated, inaccurate, or missing content and coordinating with technical subject matter experts to update or retire articles as needed.
• Analyze incident and problem records within Service Now to identify recurring issues, knowledge gaps, and opportunities to develop new knowledge content that reduces repeat incidents and accelerates resolution times.
• Partner with the problem management team to ensure that root cause analyses and permanent fixes are captured as knowledge articles and made available to NOC staff in a timely manner.
• Monitor knowledge base usage metrics, article feedback, and search effectiveness data within Service Now to assess knowledge program health and drive data-informed improvements.
• Develop and implement a knowledge contribution program that encourages and incentivizes NOC staff at all tiers to actively contribute, review, and improve knowledge content.
• Configure and maintain Service Now Knowledge Management module settings, including knowledge bases, categories, article templates, user access controls, and workflow configurations.
• Support the integration of Service Now knowledge management capabilities with related ITSM modules, including incident management, problem management, the virtual agent, and self-service portals, to ensure knowledge is surfaced contextually at the point of need.
• Develop and deliver training and onboarding materials to ensure NOC staff understand how to effectively search, consume, and contribute to the knowledge base.
• Produce regular knowledge management performance reports and metrics for NOC leadership and IT management, including article utilization rates, knowledge deflection rates, and content health indicators.
• Support continuous service improvement initiatives by leveraging knowledge data and insights to recommend and implement enhancements to NOC processes and procedures.
• Serve as the primary point of contact and subject matter expert for all knowledge management activities, tools, and governance within the NOC environment.

Education and Experience:

Required:

• Bachelor's degree in Information Technology, Computer Science, Knowledge Management, Communications, or a related field from an accredited college or university, or equivalent work experience.
• 3+ years of experience in an IT knowledge management, technical writing, ITSM administration, or NOC operations role.
• 2+ years of hands-on experience administering or contributing to knowledge management programs within the Service Now platform.
• Demonstrated experience developing technical documentation, runbooks, standard operating procedures, or knowledge articles in a NOC, service desk, or IT operations environment.

Desired:

• ITIL Foundation Certification or higher, with familiarity with ITIL knowledge management process principles.
• Service Now Certified System…