Knowledge Manager

General Dynamics
United States
Workplace: HybridFull timeUSD 76,500 - 103,500 annuallyFunction: IT Operations (Systems/Network Admin)Experience: 2+ yearsEducation: bachelorsSkills: ["Collaboration","Process improvement","Governance"]

Own the enterprise knowledge management strategy for ARNG’s IT service management initiative, aligning practices to ITIL 4 and governing ServiceNow Knowledge Management. Lead taxonomy, metadata standards, content governance, and audits to prevent knowledge decay, while partnering with service owners, cybersecurity, and SMEs to capture and sustain institutional knowledge. Measure usage and search effectiveness, support continuity across transitions and COOP scenarios, and enhance workflows with ServiceNow administration teams.

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General Dynamics
General Dynamics
20 hours ago

Knowledge Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Own the enterprise knowledge management strategy for ARNG’s IT service management initiative, aligning practices to ITIL 4 and governing ServiceNow Knowledge Management. Lead taxonomy, metadata standards, content governance, and audits to prevent knowledge decay, while partnering with service owners, cybersecurity, and SMEs to capture and sustain institutional knowledge. Measure usage and search effectiveness, support continuity across transitions and COOP scenarios, and enhance workflows with ServiceNow administration teams.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)

Key Responsibilities

  • •Lead the enterprise knowledge management strategy aligned to ITIL 4, ensuring knowledge supports operational efficiency, service quality, and mission readiness.
  • •Serve as functional owner of the ServiceNow Knowledge Management module, governing taxonomy, metadata standards, and lifecycle controls.
  • •Establish and enforce knowledge governance standards, including content creation, review cycles, archival procedures, and quality assurance to prevent knowledge decay.
  • •Develop writing guidelines and knowledge architecture standards for clarity and usability for technical and operational audiences.
  • •Analyze knowledge usage metrics and search trends, run knowledge audits, and provide requirements and improvement feedback to ServiceNow administration teams.
Travel: Low travel

Pay and Benefits

Salary: USD 76,500 - 103,500 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •Bachelor’s degree and at least 2 years of experience (or an additional 4 years’ experience in lieu of a degree).
  • •Active Secret security clearance required.
  • •DoD 8570.01-M IAT Level II certification (e.g., CompTIA Security+ CE) required.
  • •2+ years of relevant IT or enterprise operations experience, including 2+ years performing knowledge management in an ITSM/enterprise IT environment.
  • •Experience with ServiceNow Knowledge Management module in a governed enterprise environment and building governance standards, taxonomies, and lifecycle controls.
Experience:2+ yearsITSMEnterprise ITDoDFederal IT
Education:Bachelor's
Skills:CollaborationProcess improvementGovernance
Certifications:DoD 8570.01-M IAT Level IICompTIA Security+ CE
Tech Stack:ITIL 4ServiceNowServiceNow Knowledge ManagementMicrosoft 365SharePointKCSKCPISO 20000ServiceNow administration

Eligibility

Nationality:US National
Security Clearance:Secret

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn