Senior ITIL Network Knowledge Manager

Grow, innovate, and generate progress:
Harness your expertise to solve challenges and celebrate success!

JCS Solutions LLC (JCS) is seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting our DOD customer. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices. If you are interested in a challenge and a great working environment, apply today!

• Join a premier technology firm specializing in innovative solutions.
• Be part of a collaborative, inclusive, and innovative work culture.
• Enjoy tremendous growth potential in a high-performing team environment.
• A robust benefits package:
  • Health, dental, and vision insurance
  • Life insurance
  • Short- and long-term disability
  • Paid time off (PTO)
  • 401k retirement plan with employer match
  • Annual Professional Development Reimbursement Program
  • And more!

• 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

• Clearance:
  Current Top Secret/SCI Clearance. U.S. Citizenship required
• Bachelor’s degree in computer science, Information Technology, or similar technical field
• 8–12 years of prior relevant experience or Master’s 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

• Service Now
  
  Certifications:
  
  Service Now Certified Implementation Specialist – Software Asset Management (CIS‑SAM) or Service Now Certified System Administrator (CSA)
• Professional
  
  Certifications:
  
  IAITAM Certified Software Asset Manager (CSAM) or CHAMP
• Analytical
  
  Skills:
  
  Metrics‑driven thinker with the ability to translate Service Now data into actionable cost‑saving insights
• Communication:
  Ability to present complex compliance data to diverse stakeholders and management levels
• SQL/Reporting:
  Experience with SQL or advanced Service Now Reporting/Performance Analytics to generate custom license metrics

JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high‑quality services in defense, national security, and civilian sectors. We offer 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 for four consecutive years and was named Washington Post’s Top Places to Work for 2024 and 2025.

• 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.

All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.