SCITLS Knowledge Management Analyst

General Dynamics Information Technology seeks a highly skilled Service Desk Knowledge Engineer to support a military service desk environment. This is a one-deep position, meaning the individual will be solely responsible for developing, maintaining, and optimizing the knowledge management system to improve service desk efficiency and effectiveness. The ideal candidate will have strong technical expertise, exceptional organizational skills, and experience in knowledge management, IT service management (ITSM), and military IT environments. This role is perfect for a proactive knowledge management professional who thrives in a dynamic IT service desk environment and is committed to optimizing support processes through structured documentation and continuous improvement. 

How a Service Desk Knowledge Engineer will make a difference:

• Develop, maintain, and enhance a comprehensive Knowledge Management (KM) framework, ensuring service desk operations are supported by structured and up-to-date SOPs, FAQs, and troubleshooting guides
• Align knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate information
• Collaborate with service desk analysts, IT teams, and military personnel to capture critical knowledge and refine support processes
• Provide training and guidance to service desk staff on knowledge resource utilization
• Implement and manage a self-service portal to empower end-users and reduce dependency on direct support
• Analyze ticketing trends and incident data to identify and address knowledge gaps
• Optimize ServiceNow Knowledge Management tools, ensuring seamless ITIL-based service desk operations
• Track and analyze knowledge base usage metrics to drive continuous improvement and automation
• Stay current with emerging trends in Knowledge Management and ITSM to adopt best practices
• Create clear and effective IT knowledge articles to support technical documentation needs

Required Qualifications:

​Education: BA/BS or equivalent experience

Experience: 2+ years in knowledge management, ITSM, or related fields

Technical Skills:

• ServiceNow KM & ITSM expertise
• Strong understanding of ITIL framework
• Familiarity with Knowledge-Centered Service (KCS) principles

Key Attributes:

• Strong communication: Ability to translate technical concepts into user-friendly content
• Attention to detail: Ensure clarity and accuracy in documentation
• Adaptability & Initiative: Ability to navigate evolving military IT environments and proactively address knowledge gaps

Security Clearance: Top Secret/SCI Eligible

Location: Offutt AFB, NE – On Customer Site.

Travel: Some travel may be required

Preferred Certifications:

• Certified Knowledge Practitioner CKP – Km Institute (KMI)
• ITIL v3 or v4 Foundation
• KCS v6 Practices - Knowledge Centered Services

GDIT IS YOUR PLACE:

• 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

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