Knowledge Management Process Owner

The Knowledge Management Process Owner is responsible for designing, implementing, and governing the Knowledge Management process within the ITIL-aligned ITSM framework. This role ensures that knowledge assets are accurate, accessible, and aligned with organizational standards, while also providing quality assurance and governance for documentation and knowledge lifecycle within ServiceNow.

This role is part of the Service Management team and will be cross trained to provide back-up support to peers.

Key Responsibilities:

• Own and manage the Knowledge Management process in accordance with ITIL best practices and government contractual requirements
• Define, document, and maintain Knowledge Management policies, procedures, standards, and workflows
• Establish process KPIs, metrics, and reporting to measure effectiveness and maturity, owning the trend and acceptability of related measures
• Champion the value of Knowledge Management within the organization and ensure process compliance across teams
• Lead continual service improvement initiatives related to knowledge quality, usage, and lifecycle management to align with program goals and objectives
• Serve as the functional owner of the Knowledge Management module within ServiceNow
• Configure and manage Knowledge workflows including creation, review, approval, publication, retirement, and archiving
• Manage knowledge base structure, user access, roles, and permissions
• Collaborate with ServiceNow administrators and developers on enhancements and workflow optimization
• Implement quality assurance practices to maintain consistency, usability, and compliance
• Promote reuse of knowledge to reduce incident resolution times and improve first-contact resolution
• Provide guidance and training on Knowledge Management processes and ServiceNow usage
• Promote and manage the creation of training videos throughout the program to support skill development and knowledge sharing
• Drive AI-driven automation by ensuring input knowledge is accurate and actionable 
• Ensure knowledge content creation aligns with accessibility standards (Section 508) by coordinating with compliance teams and guiding authors on proper processes

Required Skills and Qualifications:

• Bachelor’s degree in Information Technology or a related field (or equivalent experience)
• Experience creating and maintaining process documentation
• 1 year experience with Knowledge Management utilizing the ServiceNow tool
• ITIL Foundation certification (applicant can obtain within 6 months after onboarding)
• Strong understanding of Incident, Problem, and Service Management integration
• Analytical mindset with focus on continuous improvement
• Strong process design and documentation skills
• Excellent communication and stakeholder management skills

Preferred Skills:

• Experience defining and reporting on ITSM metrics and KPIs
• Familiarity with AI-driven ITSM and virtual agent integration
• Experience with knowledge base, Performance Analytics and Process Mining administration
• Familiarity or working knowledge of training video creation
• Basic understanding of 508 compliance

Location: Remote

Clearance Level: Requires the ability to pass a CMS background check and meet the residency requirement for having resided in the US at least (3) three out of the last (5) five years in order to obtain a Public Trust.

What GDIT Can Offer You:

• Full-flex work week to own your priorities at work and at home, with core work hours Monday – Friday 9:00 AM ET – 3:00 PM ET

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technology you can learn from

• Rest and recharge with paid vacation and holidays

• Challenging work that makes a real impact on the world around you

• Remote work

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