Sr. ITIL Knowledge Manager

Sr. ITIL Knowledge Manager Career Listings Fort Belvoir, VA Job Details Full-time $175,000 - $195,000 a year 6 hours ago Benefits Profit sharing Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Vision insurance 401(k) matching Qualifications Statistics Knowledge management ITIL Certification IT service management Statistical analysis

ServiceNow IT Full Job Description 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