Senior ITIL Knowledge Manager

Company : Jcs Solutions

Job Type : Full Time

Fort Belvoir, Va

Number of Applicants

000+

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Job Description - Senior ITIL Knowledge Manager

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.

Join a premier technology firm delivering mission critical solutions

Be part of a collaborative, inclusive, and innovative work culture
Enjoy tremendous growth potential in a highly performing technical environment

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

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 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.

Required Qualifications

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

What's In It for You

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 has been certified as a Great Place to Work four years in a row and was awarded Washington Post’s Top Places to Work for 2024 and 2025.

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.

Robust Benefits Package Includes:

Health, dental, and vision insurance
Life insurance
Short and long term disability
Paid Time Off (PTO)
401(k) retirement plan with employer match
Annual Professional Development Reimbursement Program
And more

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.

Original job Senior ITIL Knowledge Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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Senior ITIL Knowledge Manager

Job Description - Senior ITIL Knowledge Manager

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