Senior Knowledge Manager

The Senior Knowledge Manager serves as the lead for program knowledge governance, technical documentation, and information lifecycle management. The role ensures that critical program knowledge—including technical artifacts, architecture decisions, configuration baselines, release documentation, ERB/CCB outcomes, standard operating procedures, system administration guides, training materials, and user support products—is captured, structured, controlled, and readily accessible to authorized personnel.

The position also functions as an AI-assisted technical writer, using approved AI-enabled tools to improve the speed, consistency, clarity, and quality of technical documentation while ensuring all content is validated by qualified personnel and handled in accordance with applicable security, records-management, and information-handling requirements. The Senior Knowledge Manager translates complex technical, cybersecurity, operational, and program-management information into clear, accurate, decision-ready products for Government leadership, technical teams, system users, and other stakeholders.

WHAT YOU WILL DO:

Knowledge Management & Repository Oversight
• Administer SharePoint, Confluence, MS Teams, and ServiceNow Knowledge repositories, ensuring content organization, tagging, version control, and compliance with DoD access controls.
• Build, maintain, and improve KM structures, libraries, workflows, dashboards, and taxonomy models.
• Ensure knowledge artifacts support enterprise IT operations, software development activities, cybersecurity compliance, and configuration management.

ServiceNow Integration & Governance
• Manage creation, review, and publication of ServiceNow Knowledge Articles, ensuring the content is authoritative, updated, and appropriately permissioned.
• Coordinate with ServiceNow administrators and ITSM teams to improve knowledge workflows, templates, and lifecycle processes.
• Assist with documentation tied to ServiceNow Change, CMDB entries, Catalog Items, and Enterprise Service Requests.
• Ensure engineering decisions, change impacts, release notes, and configuration details are properly linked between KM repositories and ServiceNow records.

Program Documentation & Lifecycle Support
• Support the development and maintenance of technical documents, SOPs, design artifacts, ERB/CCB materials, release documentation, and training content.
• Maintain official repositories for architecture documents, baseline configurations, sprint artifacts, test reports, and decision logs.
• Enforce standards for document formatting, versioning, naming conventions, and approval workflows.
• Help teams ensure compliance with RMF, cybersecurity documentation rules, and PWS deliverable requirements.

Process Support & Collaboration Enablement
• Facilitate documentation workflows and processes for engineering reviews, release readiness, change management, and governance bodies.
• Support Agile teams in capturing sprint results, backlogs, technical decisions, and retrospectives in KM repositories.
• Support onboarding and continuous education with up-to-date guides, FAQs, process maps, and training materials.

Training, Communication & User Support
• Train teams on repository usage, knowledge standards, ServiceNow Knowledge Article creation, version control, and collaboration best practices.
• Provide user assistance across KM platforms and help troubleshoot access and content issues.
• Develop communication products such as newsletters, dashboards, documentation calendars, and KM compliance reports.

Reporting & Quality Control
• Track repository usage, documentation compliance, article health, and configuration/documentation gaps.
• Provide metrics and dashboards to PMO and engineering teams summarizing KM status and opportunities for improvement.
• Continuously identify inefficiencies in information flow and recommend process improvements.

WHAT YOU’LL NEED TO SUCCEED

• Security Clearance: Active Secret clearance required but must be able to obtain Top Secret clearnce and be eligible for SCI
• BA/BS degree or equivalent and 5+ years of experience in Knowledge Management within a defense, federal, or enterprise IT organization.
• Familiarity with ERB/CCB processes, change management, and configuration control.
• Experience designing SharePoint sites, workflows, permissions, and metadata structures.
• Understanding of RMF, STIGs, and DoW documentation compliance requirements.
• Certifications such as ITIL, KM Certifications, ServiceNow (CSA, CIS-Knowledge), Agile/Scrum.
• Hands-on experience with ServiceNow Knowledge Management, CMDB, and ITSM workflows.
• Proficiency with collaboration tools such as SharePoint, Confluence, Teams, or similar platforms.
• Strong documentation, organization, workflow design, and content governance skills.
• Understanding of IT enterprise environments, software development lifecycles, and technical documentation needs.
• Excellent communication and training skills.
• Work Environment: Hybrid or onsite at Fort Belvoir VA depending on mission needs.

ARMA IS YOUR PLACE:

• At ARMA, the mission is our purpose, and our people are at the center of everything we do.
• Growth: AI-powered career tool that identifies career steps and learning opportunities.
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

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