Mid- Level Knowledge Manager
- Compensation
- Not disclosed
- Location
- Atlanta, GA, US
- Work setup
- Not specified
- Seniority
- Middle
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Not specified
- Posted
Skills
Must have
- Bachelor's degree in Information Technology, Information Systems, Technical Communications, Business, or a related field (or equivalent combination of education and experience).
- 5+ years of experience supporting knowledge management, technical documentation, IT operations, or IT service management.
- Experience developing technical documentation within enterprise IT environments.
- Working knowledge of ServiceNow Knowledge Management or similar knowledge management platforms.
- Understanding of ITIL principles and IT Service Management (ITSM) processes.
- Excellent written, verbal, editing, and organizational skills with exceptional attention to detail.
- Ability to translate complex technical information into clear, concise, user-friendly documentation.
Full description
About DMI
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About the Opportunity
DMI is seeking a Mid-level Knowledge Manager to join us. In this role, you will develop, maintain, and continuously improve the organization's IT knowledge management program, enabling efficient service delivery and an exceptional customer experience. Working closely with Service Desk personnel, technical support teams, and business stakeholders, you will ensure that knowledge articles, standard operating procedures (SOPs), work instructions, and technical documentation remain accurate, current, and easily accessible through ServiceNow. Your efforts will improve first-call resolution, enhance self-service capabilities, and promote consistency across enterprise IT support operations.
Duties and Responsibilities:
- Develop, review, publish, and maintain technical knowledge articles, SOPs, user guides, and operational documentation within the ServiceNow Knowledge Management platform.
- Collaborate with Service Desk, infrastructure, application support, and engineering teams to capture technical knowledge and document repeatable support processes.
- Ensure knowledge content follows established governance standards, formatting guidelines, and quality assurance requirements.
- Perform regular reviews and audits to validate the accuracy, completeness, and relevance of knowledge assets.
- Analyze service trends and recurring incidents to identify opportunities for new or updated knowledge content that improves operational efficiency and customer self-service.
- Support continuous improvement initiatives by identifying documentation gaps and recommending process enhancements.
- Monitor knowledge article usage and effectiveness through reporting and analytics, making recommendations to improve adoption and usability.
- Assist with change management activities by updating documentation associated with new technologies, system enhancements, and operational changes.
- Promote ITIL Knowledge Management best practices and support organizational knowledge-sharing initiatives.
- Maintain effective working relationships with technical teams, customers, and program leadership to ensure timely delivery of high-quality documentation.