What are the responsibilities and job description for the Sr. ITIL Knowledge Manager position at Career Listings?
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Profit sharing
- Training & development
- Tuition assistance
- Vision insurance
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