Senior ITIL Knowledge Manager

Grow. Innovate. Generate Progress. Harness your expertise to solve complex challenges and celebrate mission success.

JCS Solutions LLC 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.

What you will do:

• 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 in 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
  
  

What you will bring:

• Bachelor’s degree in computer science, Information Technology, or similar technical field
• 8–12 years of prior relevant experience or master’s degree 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
• Security Clearance: TS/SCI
  
  

JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities. JCS is both a Great Place to Work and a Washington Post’s Top Places to Work certified company.

Our employees embody our core values, and we are looking for others who do too!

• Customer Experience: Strive for excellence and delight our clients
• Innovation: Embrace creative thinking to enable continual growth and powerful solutions
• Accountability: Take ownership of and pride in our actions and service delivery
• Inspire: Be inspired to be your best self and have fun in the process
• Integrity: Do the right thing, the right way, every time!
• Stewardship: The careful and responsible management of something entrusted to our care
  
  

Commitment to non-discrimination: All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.

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