SR. ITIL Knowledge Management Specialist

Sr. ITIL Knowledge Manager We are 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. Clearance requirement: TS/SCI with Poly required Responsibilities: • 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 ServiceNow • 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. Required Qualifications: • 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 ServiceNow 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 • TS/SCI with Poly requiredLocation: Fort Belvoir, VA

Created: 2026-03-10