Sr. ITIL Knowledge Manager

Senior ITIL Network Knowledge Manager - Ft. Belvoir, VA

We are seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting a DOD customer. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices.

Clearance requirement: TS/SCI with Poly.

• 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 Service Now
• 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.

• 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 Service Now 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
• TS/SCI with Poly required

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high‑stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.