Job Requirements
Fort Belvoir, VA
Top Secret/SCI Polygraph not specified
Senior Level Career (10+ yrs experience)
$175,000 - $195,000
Job Description
SarelaTech 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.
Primary 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
Primary 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
group id: 91132447